Technical Support Engineer – VoIP & MSP

We are seeking a skilled Technical Support Engineer with extensive hands-on experience in VoIP and Managed Service Provider (MSP) environments to join our team in Karachi. The ideal candidate will have a proven track record of supporting international clients, particularly in US business hours, and possess strong communication and client-handling abilities. This full-time role requires a professional who can independently troubleshoot and resolve complex technical issues while maintaining clear and effective communication with clients.

Key Responsibilities
- Provide technical support for VoIP systems including SIP, PBX, 3CX, Asterisk, or similar platforms.
- Manage and resolve client issues independently, focusing on international and US-based customers.
- Utilize ticketing and Professional Services Automation (PSA) tools such as Zendesk, Freshdesk, ServiceNow, Jira, or ConnectWise to track and document support cases.
- Troubleshoot networking problems related to VoIP, Microsoft 365, VPN, DNS, and DHCP services.
- Maintain clear communication with clients, ensuring timely updates and resolution of technical problems.
- Document solutions and maintain knowledge base articles for recurring issues.
- Collaborate with other technical teams when necessary to escalate and resolve complex problems.

Required Qualifications
- Minimum of 2 years’ experience in technical or IT support roles within VoIP or MSP environments.
- Strong practical knowledge of VoIP technologies, including SIP protocols, PBX systems, 3CX, and Asterisk.
- Demonstrated ability to handle international clients independently, with a focus on US business hours.
- Excellent English communication skills, both verbal and written, with strong client management capabilities.
- Proficiency in using ticketing and PSA systems such as Zendesk, Freshdesk, ServiceNow, Jira, or ConnectWise.
- Solid troubleshooting skills in networking concepts and services including Microsoft 365, VPN, DNS, and DHCP.
- Ability to independently diagnose, resolve, and document technical issues effectively.
- Candidates lacking basic VoIP knowledge or experience supporting international clients will not be considered.

Preferred Qualifications and Benefits
- Experience working with Active Directory or Azure AD environments.
- Familiarity with Remote Monitoring and Management (RMM) tools is an advantage.
- Competitive monthly salary ranging from Rs100,000 to Rs150,000.
- Opportunity to work in a dynamic, client-focused environment with exposure to international markets.
- Position requires in-person attendance at the Karachi office during US business hours.

This role is ideal for professionals seeking to leverage their VoIP and MSP expertise while engaging with international clients in a challenging and rewarding support environment.