Voice & Network Support Engineer – Level 2/3

Job Description

We are seeking an experienced Voice & Network Support Engineer – Level 2/3 to join our technical team and provide advanced telecommunications and networking support to Australian clients. The role operates in line with Australian business hours/time zones and may include on-call or after-hours duties.

Key Responsibilities

• •Provide Level 2 and Level 3 technical support.
• •Categorise, prioritise, investigate and resolve technical incidents.
• •Perform troubleshooting through to resolution.
• •Provision, configure, install and support telecommunications and network services.
• •Provide ongoing Business-as-Usual (BAU) technical support.
• •Work with Australian customers and third-party suppliers for service provisioning and fault resolution.
• •Manage incidents using CRM and support systems.
• •Maintain accurate ticket updates, status information and technical documentation.
• •Assist in developing and documenting operational procedures and best practices.
• •Contribute to documentation covering provisioning, configuration, backup, disaster recovery, operations and security.
• •Support the continued development of switching, routing and security infrastructure.

Requirements

• •Experience working within a Systems Integrator, Service Provider or Carrier environment in a Level 2/3 support role.
• •Strong experience with IP Telephony solutions.
• •Good knowledge of SIP, SIP Trunking and call routing.
• •Experience supporting Cloud-Based Telephony Platforms.
• •Experience configuring and supporting PBX systems.
• •Experience with VoIP CPE, including ATAs and IP handsets such as Yealink.
• •Experience with Softswitches and Session Border Controllers (SBCs).
• •Experience with Open Source VoIP platforms such as Asterisk and Kamailio.
• •Strong knowledge of IP and Ethernet networking technologies.
• •Knowledge of DNS, SMTP and SNMP.
• •Strong analytical and problem-solving abilities.
• •Excellent written and verbal English communication skills.
• •Ability to prioritise tasks and manage workload effectively.
• •Willingness and ability to work according to Australian business hours/time zones.
• •Flexibility to support on-call/after-hours requirements when required.

Nice to Have

• •A technically strong, proactive and results-driven engineer who enjoys solving complex technical problems.
• •Ability to communicate confidently with Australian clients and continuously learn and share technical knowledge.

What We Offer

• •Opportunity to work with Australian clients and cutting-edge telecom/VoIP infrastructure.
• •Supportive and collaborative team environment.
• •Opportunities for professional development and continuous technical learning.
• •Competitive remuneration package.