This is a remote position.
1st Line Support Technician (VoIP & SIP)
Office-Based | Near Durbanville, Cape Town, South Africa
Working Hours - 8:00 am - 17:00 UK working hours, office-based role, with an
expectation of slotting into the weekend schedule as required
Are you passionate about VoIP, SIP and networking technologies? Do you enjoy solving
technical issues and delivering excellent customer service?
Our client, a well-established technology solutions provider, is looking for a 1st Line
Support Technician to join their growing communications support team. This is an excellent
opportunity for someone with experience in telecoms, VoIP or IT support who is looking to
develop their career within a specialist communications environment.
The Role
As the first point of contact for customers, you'll provide technical support for VoIP, SIP,
connectivity and networking services. You'll troubleshoot issues, manage incidents through
to resolution where possible, and escalate more complex problems to senior engineers when
required.
This is a fast-paced, office-based position where you'll gain exposure to a wide range of
telecoms and networking technologies while working alongside experienced engineers.
Key Responsibilities
● 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.
● Participate in an on-call weekend support rota as required.
What We're Looking For
We're keen to hear from candidates with experience in a service desk, telecoms or IT
support environment.
Ideally you'll have experience with:
● VoIP and SIP technologies
● Hosted telephony platforms
● SIP, RTP and NAT fundamentals
● Basic networking including switching, VLANs and routing
● Routers and firewall configuration
● Troubleshooting connectivity issues
● Excellent customer service and communication skills
● Working with ticketing systems and service desk processes
Experience with platforms such as Yealink, Gamma, Horizon, CallSwitch, or networking
technologies including DrayTek, UniFi or Aruba would be highly advantageous.
