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This position requires deep technical expertise in SIP trunking, network protocols including TCP/IP, DNS, DHCP, and VPN, as well as strong familiarity with firewall and Wi-Fi troubleshooting. The candidate will monitor client environments using Remote Monitoring and Management (RMM) and Professional Services Automation (PSA) tools like ConnectWise, Datto RMM, NinjaOne, or Kaseya. Responsibilities also encompass Microsoft 365 administration, including Teams, Exchange Online, OneDrive, SharePoint, and Active Directory/Azure AD management. Excellent communication skills and business-fluent English are essential to support diverse client needs effectively. This role provides an exciting opportunity to grow within a dynamic MSP organization and contribute to delivering outstanding technical support services.
Responsibilities
- Deliver L1 and L2 technical support to international clients, addressing VoIP and MSP-related issues promptly and effectively.
- Troubleshoot and resolve problems related to VoIP protocols, SIP trunking, PBX systems, and call quality to maintain optimal communication performance.
- Provide technical support and configuration assistance for VoIP platforms such as 3CX, Asterisk, and RingCentral.
- Diagnose and resolve network issues involving TCP/IP, DNS, DHCP, VPN, firewall configurations, and Wi-Fi connectivity to ensure seamless operation.
- Manage and support Microsoft 365 components including Teams, Exchange Online, OneDrive, and SharePoint, handling user requests and issues.
- Administer Active Directory and Azure AD environments, including user account management, group policies, and security settings.
- Monitor client networks and systems via RMM and PSA tools to proactively detect and address potential problems before they impact service.
- Document technical issues, resolutions, and procedural guides clearly to maintain a comprehensive knowledge base for continuous improvement.
- Collaborate with team members and provide mentorship and oversight for a team of one person, ensuring team objectives and service commitments are met.
- Maintain excellent communication with clients and internal stakeholders, delivering status updates, technical advice, and ensuring high customer satisfaction.
- Stay current with industry trends, emerging technologies, and best practices related to VoIP, networking, and MSP service delivery.
- Participate in after-hours or US business hour support coverage as required, ensuring availability aligns with client needs.
Skills
Fulcrum Pvt Ltd
Fulcrum is an ISO 9001-2008 certified Business Consulting Services Company. We offer customers the following services (Human Capital Development and Management Solutions, Business Process Outsourcing, Executive Search, Training and Development and Information Technology) which encompass continuum of essential business services to meet their needs throughout the business cycle and help organizations focus on their strategic initiative.
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