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