1st Line Support Technician – VoIP, SIP

Remote Choice

1st Line Support Technician responsible for VoIP and SIP technical support for a telecommunications company. Troubleshooting connectivity issues and collaborating with experienced engineers to resolve incidents.

Posted 7/23/2026full-timeRemote • 🇿🇦 South AfricaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in technical support, particularly in VoIP and SIP technologies, while ensuring effective communication and incident management throughout the support process. Proficient in troubleshooting networking issues and maintaining documentation for service desk operations.

Highest-signal resume keywords

VoIP TechnologiesSIP TechnologiesHosted Telephony PlatformsRouter ConfigurationCustomer Service

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportIncident ManagementTroubleshootingNetworking KnowledgeFirewall ConfigurationSIP FundamentalsRTP FundamentalsNAT FundamentalsVLANsLAN/WAN Support

Soft Skills

Excellent CommunicationCustomer Service

Tools & Technologies

Service Desk SoftwareTicketing Systems

Industry Keywords

TelecomsIT SupportFirst Contact ResolutionDocumentationKnowledge Base

Tech Stack

Tools & technologies

FirewallsSwitchingVoIP

About the role

Key responsibilities & impact

Act as the first point of contact for technical support requests
Log, prioritise and manage incidents through the service desk
Diagnose and resolve first-line VoIP, SIP and connectivity issues
Troubleshoot hosted telephony platforms, SIP trunks and broadband services
Support routers, firewalls, LAN/WAN and Wi-Fi environments
Work towards First Contact Resolution (FCR) wherever possible
Escalate complex issues to 2nd and 3rd Line Engineers with detailed diagnostics
Liaise with internet service providers, carriers and third-party vendors
Maintain accurate documentation and update knowledge base articles
Provide clear, professional communication throughout the incident lifecycle

Requirements

What you’ll need

Experience in service desk, telecoms or IT support environment
Experience with VoIP and SIP technologies
Knowledge of hosted telephony platforms
Understanding of SIP, RTP and NAT fundamentals
Basic networking knowledge including switching, VLANs and routing
Experience with routers and firewall configuration
Excellent customer service and communication skills
Familiarity with ticketing systems and service desk processes

Benefits

Comp & perks

Excellent opportunity for career development
Exposure to a wide range of telecoms and networking technologies
Opportunity to work alongside experienced engineers
Participate in on-call weekend support rota as required