• Triage and own technical support tickets from enterprise customers • Investigate incidents methodically • Write clear internal notes and handover documentation • Attempt repros of customer issues • Escalate to engineering when warranted • Contribute to the team's shared knowledge base • Be a calm, professional voice for customers

• Lead, develop, and support a global team of Support Engineers and Technical Support Leads. • Ensure incidents, service requests, and escalations are managed effectively and in line with service commitments. • Drive operational excellence and continuous improvement across support processes and tools. • Monitor team performance and support achievement of key service metrics. • Partner with Product, Engineering, Professional Services, and Customer Success teams to improve customer outcomes. • Promote knowledge sharing and ensure the maintenance of high-quality internal and customer-facing documentation. • Support workforce planning, onboarding, coaching, and career development activities. • Build strong relationships with strategic customers and key internal stakeholders. • Foster a collaborative, customer-focused, and high-performing team culture.

• Lead, develop, and support a global team of Support Engineers and Technical Support Leads. • Ensure incidents, service requests, and escalations are managed effectively and in line with service commitments. • Drive operational excellence and continuous improvement across support processes and tools. • Monitor team performance and support achievement of key service metrics. • Partner with Product, Engineering, Professional Services, and Customer Success teams to improve customer outcomes. • Promote knowledge sharing and ensure the maintenance of high-quality internal and customer-facing documentation. • Support workforce planning, onboarding, coaching, and career development activities. • Build strong relationships with strategic customers and key internal stakeholders. • Foster a collaborative, customer-focused, and high-performing team culture.

Role Description As a Level 1 Network & VoIP Support Engineer, you will be the first line of defense for customer technical issues across networking, VoIP, and managed connectivity services. You will own support tickets end-to-end by troubleshooting issues, responding to alerts, coordinating with field technicians and vendors, and ensuring customer environments remain online. This is a hands-on technical support role within a real MSP/NOC environment, not a traditional call center position. What You'll Do - Customer & Technical Support: - Serve as the first point of contact via phone, email, chat, and ticketing systems. - Own, update, and resolve support tickets from start to finish. - Provide clear, professional, and timely updates to customers. - Meet established response and resolution SLAs. - Troubleshooting: - Support and troubleshoot Internet connectivity and WAN outages. - ISP degradation and circuit issues. - VoIP, SIP, RTP, and PBX-related issues. - Call quality, registration, and audio problems. - LTE failover (Cradlepoint devices). - UniFi switches, gateways, and access points. - Grandstream VoIP phones and devices. - General LAN/WAN networking issues. - Monitoring & Escalation: - Monitor alerts, dashboards, and ticket queues. - Prioritize customer-impacting incidents. - Escalate complex issues to Level 2 support, engineering teams, vendors, or carriers as needed. - Maintain ownership of issues until fully resolved or reassigned. - Track escalations through completion. - Provisioning & Configuration: - Provision and support UniFi networking equipment. - Configure VoIP users, extensions, call routing, and PBX systems. - Support Grandstream devices and Cradlepoint LTE failover deployments. - Field Coordination: - Create scopes of work for onsite technicians. - Coordinate Field Nation dispatches and installations. - Verify job completion and documentation. - Process & Documentation: - Follow established SOPs and knowledge base documentation. - Document troubleshooting steps clearly and accurately. - Participate in training sessions and continuous learning. - Utilize downtime for technical upskilling and documentation review. Qualifications - At least 1 year of experience in Technical Support, Help Desk, NOC, MSP, ISP, or telecommunications support. - Strong spoken and written English communication skills. - Experience supporting customers via phone, email, and chat. - Basic networking knowledge, including: - TCP/IP - DNS - DHCP - VLANs - NAT - WAN/LAN - PoE fundamentals - Basic understanding of VoIP technologies (SIP and RTP). - Strong analytical and troubleshooting skills. - Reliable high-speed internet connection and a dedicated home office suitable for remote work. - Willingness to work U.S. Central Time (CST) business hours, including rotating shifts, weekends, and holidays. Requirements - Experience in an MSP, ISP, or NOC environment. - Experience with UniFi networking equipment. - Familiarity with Cradlepoint LTE devices. - Experience with Grandstream VoIP systems. - PBX administration experience. - Experience coordinating Field Nation technicians. - Familiarity with ticketing platforms such as ConnectWise, Halo, Zendesk, or similar. Certifications (Preferred) - CompTIA Network+ - Cisco CCNA - Juniper JNCIA - Other networking or VoIP certifications What We're Looking For - Strong ownership mindset—you take responsibility for resolving issues. - Excellent customer service skills. - Ability to remain calm during critical outages. - Strong organization and attention to detail. - Ability to prioritize multiple tasks effectively. - Self-motivated and proactive. - Collaborative team player. Benefits - Competitive salary with performance-based incentives. - Career growth opportunities within a rapidly growing U.S.-based MSP. - Exposure to enterprise networking, VoIP, and managed IT technologies. - A collaborative, high-performance team focused on continuous learning and technical excellence. Work Schedule - Remote (Zimbabwe) - U.S. Central Time (CST) business hours - Rotating shifts, weekends, and holiday coverage as required