VoIP Support Technician

VoIP Support Technician

Remote | Full-Time | US Hours (3pm-11pm/4pm-12am SAST)

We're looking for a skilled VoIP Support Technician to join our client's growing technical support team. This role is ideal for someone with hands-on experience deploying, supporting, and troubleshooting VoIP phone systems. You'll work closely with clients to resolve technical issues, configure phone systems, and ensure reliable voice communications.

Key Responsibilities

• Install, configure, and support VoIP phone systems and hardware
• Troubleshoot voice, network, and connectivity issues
• Provision and manage user accounts, extensions, and call routing
• Configure and maintain IP phones and related devices
• Diagnose and resolve service interruptions in a timely manner
• Document support activities and maintain accurate records
• Collaborate with internal teams to deliver excellent customer service
• Assist with system upgrades, migrations, and new deployments

Requirements

• Experience supporting VoIP systems in a technical support environment
• Strong troubleshooting and problem-solving skills
• Experience with one or more of the following platforms:
  • Bicom
  • Yeastar
  • NetSapiens
• Experience configuring and supporting Yealink IP phones
• Good understanding of networking fundamentals (TCP/IP, DHCP, DNS, VLANs, QoS)
• Excellent verbal and written communication skills
• Strong organizational skills with the ability to manage multiple priorities
• Customer-focused with a proactive approach to issue resolution
• Experience using ConnectWise CRM or PSA (helpful but not required)

What We're Looking For

• A strong technical troubleshooter
• Someone who enjoys solving complex issues
• A team player with excellent communication skills
• Organized, dependable, and detail-oriented
• Able to work independently while delivering exceptional customer service