Job Description
Location: Remote (South Africa)
Working Hours: 08:00 – 17:00 EST
Employment Type:
We are seeking a skilled and customer-focused VoIP Technician to provide technical support, installation, configuration, and maintenance of phone systems for international clients. This is a fully remote role based in South Africa, supporting clients during EST business hours
The successful candidate will be responsible for setting up, supporting, and troubleshooting VoIP and cloud-based telephony systems, ensuring seamless communication services and excellent technical support delivery.
Key Responsibilities
- Install, configure, and deploy VoIP phone systems for new and existing clients
- Set up IP phones, PBX systems, SIP trunks, extensions, call flows, voicemail, and routing configurations
- Provide remote technical support for telephony and connectivity-related issues
- Diagnose and resolve call quality issues such as latency, jitter, packet loss, and registration failures
- Configure and troubleshoot routers, firewalls, VLANs, NAT, and QoS settings for VoIP traffic
- Perform system maintenance, firmware upgrades, updates, and backups
- Support hosted/cloud PBX environments and user provisioning
- Assist with number porting, carrier integrations, and service activations
- Monitor system performance and proactively identify service issues
- Maintain accurate documentation of configurations, support cases, and resolutions
- Guide end users through setup and system functionality
- Escalate advanced technical issues where necessary
- Ensure all support tickets are managed and resolved within SLA timeframes
- Collaborate with internal support and engineering teams
Minimum Requirements
- Proven experience in VoIP support, telecom support, or phone systems administration
- Strong understanding of SIP, RTP, TCP/IP, DNS, DHCP, NAT, VLANs, and QoS
- Experience with PBX platforms such as 3CX, Asterisk, FreePBX, Yeastar, Mitel, Avaya, or similar
- Solid networking troubleshooting skills
- Experience supporting cloud-based telephony solutions
- Excellent remote troubleshooting and problem-solving abilities
- Strong written and verbal English communication skills
- Ability to work independently in a remote environment
- Stable fibre internet connection and reliable backup power solution
- Availability to work 08:00 – 17:00 EST from South Africa
