IT Support Technician SMB

Job Summary:

Level 2–3 IT & VoIP Support Technician (3CX / Cisco / NBN / Network)

Remote – Based in India

Working Hours: 5:00 AM – 3:00 PM IST | Monday – Friday (Working Melbourne, Australia Time Zone)

About the Role

We are seeking an experienced Level 2–3 IT & VoIP Technician to support our clients across Australia.

Providing expert-level support for hosted phone systems (3CX, Cisco), NBN internet, and general IT/network infrastructure.

Candidates with Avaya or NEC system knowledge will be considered highly valuable.

Key Responsibilities

• Provide Level 2–3 remote technical support for 3CX and Cisco hosted phone systems.
• Configure and troubleshoot SIP trunks, call flows, and VoIP provisioning.
• Troubleshoot NBN internet connections, modems, and router configurations.
• Configure and manage network switches, firewalls, and routers.
• Support users with Microsoft 365, domain/DNS, and basic website hosting tasks.
• Maintain and document system configurations, tickets, and resolutions.
• Coordinate with Australian engineers for escalations or onsite support when required.

Technical Skills & Experience

Essential:

• 3–6 years’ experience in IT or telecom technical support.
• Proven expertise in 3CX administration (SIP, extensions, call routing, backups).
• Experience with Cisco hosted PBX or UC systems.
• Strong troubleshooting skills for NBN connections, modems, routers, firewalls, and switches.
• Knowledge of VoIP protocols (SIP, RTP, QoS) and network fundamentals (TCP/IP, VLANs, NAT).
• Familiarity with Windows Server, Microsoft 365, and remote desktop tools.
• Excellent English communication and client-facing skills.

Desirable (Added Advantage):

• Exposure to Avaya IP Office or NEC PBX systems.
• Experience with Azure AD, AWS, or CrashPlan backups.
• Understanding of domain management, DNS, and SSL certificates.
• Certifications such as 3CX Advanced, CCNA, or CompTIA Network+.

Soft Skills

• Strong communication and documentation abilities.
• Analytical and methodical problem-solving approach.
• Reliable, self-driven, and able to work independently.
• Customer-focused with a “can-do” attitude.

Why Join Us

• Work remotely from India supporting Australian clients.
• Exposure to cutting-edge VoIP, network, and cloud systems.
• Friendly, growth-oriented culture and stable long-term opportunity.

How to Apply

Please submit your CV/resume with:

• Experience in 3CX, Cisco, and network troubleshooting (NBN/modems/firewalls).
• Any Avaya/NEC system knowledge.