IT Support Engineer
Thinc Forward
Firewalls
Job Level
JuniorMid-Level
Tech Stack
FirewallsVoIP
About the role
- Maintain, configure, and monitor VoIP systems
- Set up software and hardware for customers, including Yealink desk phones, cordless phones, and WiFi solutions
- Troubleshoot and resolve issues on the Yeastar platform
- Provide technical support to end users and assist with VoIP-related issues
- Handle customer tickets and take inbound calls for technical queries and issues
- Resolve customer tickets through the support system, ensuring timely resolution and customer satisfaction
- Support customers throughout the complete rollout process, addressing call quality issues, broadband problems, and technical queries
- Document system configurations, change logs, and troubleshooting steps
- Monitor VoIP call flow and logs for anomalies and performance issues
- Ensure compliance with security policies and best practices for voice traffic
- Train end users on how to use the VoIP system and features
- Participate in VoIP system upgrades, migrations, and new installations
- Serve as the main point of contact for assigned customer tickets, handling independent tasks from start to completion
- Troubleshoot various technical issues and provide solutions throughout the support process
Requirements
- Minimum of 2 years’ experience as a VOIP Engineer
- Proven experience with VoIP systems (e.g., Yealink, Yeastar)
- Understanding of SIP, RTP, QoS, NAT, firewalls, and network fundamentals
- Strong troubleshooting and problem-solving skills
- Experience with monitoring tools and call flow analyzers
- Good understanding of PBX and unified communications platforms
- Familiarity with IP networking, VLANs, and PoE for VoIP devices
- Excellent written and verbal communication skills
- Strong telephone manner and a customer-focused mindset
- Ability to work independently and collaboratively with IT and support teams
- Bachelor’s Degree in Information Technology, Science, Engineering or related (advantageous)
