Job description:

Technical Support Engineer (Tier 2) – VoIP / Telecommunications

Scale Shore Consulting is currently seeking a Tier 2 Technical Support Engineer with strong VoIP expertise to support and maintain our clients’ voice and telecom infrastructure.

In this role, you will take ownership of VoIP-related incidents, service requests, and change requests, supporting customers from initial ticket creation through to full resolution. The role involves deep troubleshooting of SIP-based voice platforms, call routing, PBX systems, and network-related voice quality issues.

You will work closely with the 1st Line Support team, handling escalations and ensuring that complex voice and telephony issues are resolved efficiently while maintaining excellent customer communication.

Key Responsibilities

Manage and resolve VoIP and SIP-related incidents escalated from the 1st Line Support team
Troubleshoot call quality issues, including jitter, latency, packet loss, and call drops
Diagnose and resolve SIP signalling and call routing issues
Support and maintain VoIP infrastructure including SIP trunks, PBX systems, and hosted voice platforms
Troubleshoot inbound and outbound call routing issues
Analyse SIP traces and call logs to identify faults and service disruptions
Support telecom network technologies including MPLS and IP-based voice networks
Work with Session Border Controllers (SBCs), SIP gateways, and IP telephony platforms
Coordinate with telecom carriers and VoIP providers to resolve service faults
Ensure all tickets are handled within SLA requirements and fully documented
Maintain and update technical documentation, call flow diagrams, and troubleshooting guides
Identify recurring VoIP issues and escalate trends to improve service reliability
Provide technical guidance and mentoring to 1st Line Support engineers
Participate in on-call support rotations for critical voice infrastructure issues
Technical Skills & Experience

Strong experience working with VoIP and telecommunications systems, including:

SIP protocol troubleshooting
SIP trunk configuration and diagnostics
Hosted VoIP platforms and IP PBX systems
Call routing and dial plan configuration
SIP packet capture and analysis (Wireshark)
Session Border Controllers (SBCs)
Voice gateways and SIP trunks
Good knowledge of networking fundamentals impacting VoIP, including:

IP Networking
DNS
DHCP
VLANs
QoS
VPNs
NAT and firewall rules affecting VoIP traffic
Experience with:

Routers, switches, and firewalls
VoIP handsets and softphones
Telecom troubleshooting tools and monitoring systems
Qualifications & Experience

Minimum 3 years’ experience supporting VoIP / telecom systems
CompTIA Network+ (preferred)
Experience working within telecommunications or managed service environments
Personal Attributes

Customer-focused with excellent communication skills
Strong analytical and troubleshooting mindset
Passionate about voice technology and telecommunications
Collaborative team player
Able to explain complex technical issues to non-technical users
Benefits

Competitive salary
21 days annual leave + 8 bank holidays
Loyalty holidays
On-site free parking
Opportunities for training and professional development
Company events and incentives
Recognition and reward for hard work and long-term commitment
Job Type: Full-time
Ability to commute/relocate:

Cape Town, Western Cape: Reliably commute or planning to relocate before starting work (Required)
Experience:

VoIP: 3 years (Required)
Level 2 telecommunications: 4 years (Required)

Work Location: In person