Level 2 VoIP Support Engineer
Description
Salary: $70,000 – $85,000 per year
About the role
You are the person who takes a voice or connectivity fault and owns it until it is fixed and proven fixed. Twelve months in, success looks like this: faults raised overnight UK time are resolved or properly progressed before the UK team starts their day, your fault records are clean enough that nobody needs to ask you what happened, and the recurring problems you spotted have turned into permanent fixes. Progressing projects overnight so the UK team can signoff with customers quicker.
Key responsibilities
Own customer faults across hosted voice, SIP trunks, broadband and access circuits, from first contact to confirmed restoration
Diagnose using packet captures, SIP traces, RTP flow analysis and router interfaces
Resolve call quality, call flow, registration, routing and vendor interoperability issues
Progress faults directly with carriers and platform providers, and hold them to account
Prove the fix with line tests, QoS checks and end-to-end test calls
Work alerting and ticket queues by service impact and SLA
Keep accurate, structured fault records that meet regulated standards
Feed repeat issues into root cause work with the UK engineering and provisioning teams
About you
Two or more years in a technical support role at a telco, ISP, VoIP provider or MSP, handling voice or connectivity faults
Hands-on SIP troubleshooting: you have read SIP traces or packet captures (Wireshark or similar) to find a fault
Working knowledge of IP networking: addressing, routing, NAT, DNS and QoS
Experience configuring business routers and customer premises equipment
Experience working tickets to SLAs in a busy queue, with clear written fault notes
Clear spoken and written English for dealing with UK customers and carriers
Legally entitled to work in New Zealand
Currently based in Christchurch (people outside of Christchurch will not be contacted)
Nice to have: Experience with a hosted voice platform or session border controller
Nice to have: CCNA, a SIP or vendor voice certification, or equivalent self-taught depth
About us
OxygenIT is a Christchurch managed IT, cyber security and AI services provider. We have looked after New Zealand businesses since 2005. You will be employed by OxygenIT, work from our Christchurch office, and have your line manager in the room with you. Your day-to-day work is for our UK partner, using their systems, processes and ticket queues.
Benefits
$75,000 to $85,000 starting salary, depending on experience
Daytime hours on specialist voice work that usually means shift work in NZ