Remote VoIP / Telecoms Support Engineer (3CX)

About the role

An established technology services business is looking for a specialist VoIP / telecoms support engineer to support its UK-based business customers across hosted and on-premise telephony environments. The position is remote, based in South Africa, and covers day-to-day configuration and customer changes as well as investigating SIP, networking and call-quality issues.

Key responsibilities

• Support hosted and on-premise VoIP telephone systems for business customers.
• Configure and support 3CX environments.
• Manage telephony moves, adds and changes.
• Diagnose and resolve VoIP and SIP-related faults.
• Investigate call-quality issues such as dropped calls, one-way audio and latency.
• Use Wireshark and packet captures to investigate complex telephony and network issues.
• Troubleshoot voice-related networking across QoS, NAT, firewalls and VLANs.
• Support and configure Yeastar environments.
• Work directly with customers to understand issues and take ownership to resolution, escalating complex ones while keeping customers informed.

Required profile

• Hands-on 3CX experience is the priority; you must have configured, supported and troubleshooted 3CX, not just worked in an environment where it was used.
• Previous experience supporting business customers in a telephony, telecoms or MSP environment.
• Experience diagnosing VoIP and call-quality problems.

Required skills

• Strong SIP knowledge and understanding of common voice codecs.
• Hands-on Yeastar experience.
• Wireshark for packet capture and analysis.
• Networking fundamentals: QoS, NAT, firewalls and VLANs.

Advantageous: 3CX certification, Bicom Systems, Microsoft Teams telephony, direct routing and broader IT infrastructure support experience. The role offers exposure to international customers and the chance to deepen expertise in 3CX, SIP, networking and business telephony.