Technical Support Engineer - VOIP & MSP

Job Title: Technical Support Engineer – VoIP & MSP Location: Remote Job Type: Full-Time Job Summary We are seeking a highly motivated and experienced Technical Support Engineer with hands-on expertise in VoIP systems, Managed Service Provider (MSP) environments, and IT Support . The ideal candidate will be responsible for providing technical support, troubleshooting VoIP and network-related issues, managing client environments, and ensuring excellent customer service. Key Responsibilities Provide Level 1 & Level 2 technical support to clients via phone, email, and ticketing systems. Troubleshoot and resolve VoIP-related issues including call quality, SIP trunking, PBX systems, and handset configurations. Support and maintain MSP client environments, including workstations, servers, networking equipment, and cloud services. Monitor and respond to alerts generated by RMM and monitoring tools. Diagnose and resolve network connectivity, DNS, DHCP, VPN, firewall, and wireless networking issues. Configure and support VoIP platforms such as 3CX, RingCentral, Vonage, Dialpad, GoTo Connect, or similar solutions. Manage Microsoft 365 environments, including Exchange Online, Teams, OneDrive, and SharePoint. Perform user account administration through Active Directory and Azure Active Directory. Document troubleshooting steps, resolutions, and technical procedures. Escalate complex issues to senior engineers when necessary. Participate in system deployments, migrations, and onboarding projects. Maintain high customer satisfaction through professional communication and timely issue resolution. Required Qualifications 2+ years of experience in Technical Support, Help Desk, MSP, or IT Support roles. Hands-on experience supporting VoIP solutions and SIP-based technologies, including PBX platforms and call quality troubleshooting. Strong understanding of TCP/IP, DNS, DHCP, VPN, and firewall concepts. Experience with Microsoft 365 Administration. Knowledge of Active Directory and Azure Active Directory. Experience using PSA and RMM tools in client-facing support environments, including platforms such as ConnectWise, Datto RMM, NinjaOne, Kaseya, or similar platforms. Experience handling technical support directly with clients by phone, email, and ticket queues. Experience communicating with international clients. Business-fluent verbal and written English communication skills. Availability during US business hours. Preferred Skills Bachelor's degree in Computer Science, Information Technology, or a related field. Experience with 3CX, Asterisk, RingCentral, or similar VoIP platforms. Familiarity with VMware, Hyper-V, and virtualization technologies. Experience supporting cloud environments such as Microsoft Azure or AWS. Knowledge of cybersecurity best practices. CompTIA A+, Network+, Microsoft, 3CX, or Cisco certifications are a plus. What We Offer Professional growth opportunities Exposure to international clients and technologies Collaborative and supportive work environment Training and certification support