Job Openings Level 2 VoIP Support Engineer

About the job Level 2 VoIP Support Engineer


  • Diagnosing and rectifying SIP and PBX related voice faults
  • Managing customer and reseller faults and service requests through our ticketing system
  • Escalating faults to upstream carriers
  • Providing accurate and timely advice and issues resolution for our customers
  • Assisting customers with adds moves and changes
  • Documenting processes and systems for the benefit of other team members
  • Assisting clients and partners when deploying new voice solutions
  • Mentoring and coaching team members to improve the customer experience


  • You will be a motivated, self-starter who has excellent written and spoken English (you will be dealing directly with clients).
  • A team player who is customer focused and a problem solver above all else.
  • A great desire to learn and wants to continuously improve.
  • A high level of trust and integrity.
  • Attention to detail.
  • The ability to work autonomously but also within a team


Essential skills and experience:

  • At least 24 months experience and proven knowledge of VOIP (SIP, NAT, etc.)
  • Experience using protocol analysers for signalling and interpreting the results.
  • Moderate network knowledge and general telecommunications troubleshooting.
  • Experience with SIP based PBX Systems and equipment (Cisco, 3CX, Asterisk, Polycom, Yealink.
  • Experience with any of the following will be highly regarded:
  • Previous ISP / MSP experience.
  • Exposure to Managed VOIP or network environment.
  • Previous experience building and deploying NetSapien, 3CX and Asterisk PBX's
  • Successful completion of SIP School
  • Working knowledge of IP protocols, including IP addressing and subnetting as well as IP services including SMTP, FTP, HTTP, DHCP, TFTP, TELNET and SSH.


This position may be included in an after-hours on call roster