Technical Support Engineer – VoIP & PBX

About the role

CodeForce is looking for a Technical Support Engineer to deliver high‑quality assistance to customers using our VoIP, hosted PBX, networking and software platforms. You will work directly with end‑users and collaborate with internal engineering, network and development teams.

Key responsibilities

• Provide Level 1‑2 support via phone, email, ticketing system and remote sessions, handling VoIP, SIP, PBX, SMS and networking issues.
• Diagnose problems by gathering logs, reproducing issues, analyzing system behavior and maintaining ticket ownership from report to resolution.
• Troubleshoot SIP registration, call routing, codecs, audio quality, IVR, queues, voicemail and endpoint provisioning.
• Resolve basic LAN/WAN, DHCP, DNS, NAT, firewall and VLAN issues, working with customer IT staff when needed.
• Review application and server logs, use command‑line tools on Linux/Windows, and assist engineering in identifying software bugs.

Required profile

• 5+ years of experience in technical support, IT, telecommunications or networking.
• Strong analytical and troubleshooting skills with a solid understanding of TCP/IP, DNS, DHCP, NAT and VPN concepts.
• Excellent communication and customer‑service abilities, capable of explaining technical solutions to non‑technical users.
• Ability to work independently, manage multiple tickets and document issues clearly.

Required skills

• VoIP, SIP, hosted PBX, FreeSWITCH, Asterisk, FusionPBX.
• SIP phones (Yealink, Poly, Grandstream, Cisco) and Wireshark packet analysis.
• RTP, VoIP codecs, Linux administration, Windows troubleshooting.
• Networking fundamentals: TCP/IP, UDP, VLANs, DHCP, DNS, NAT, firewalls.
• Command‑line utilities, PostgreSQL or similar databases, APIs and REST services.
• Ticketing systems such as Freshdesk or Zendesk.