RIVERSIDE, MO
Technical Engineer (MSP – Voice & Data Services)
Overview
We are seeking a highly skilled and customer-focused Technical Engineer to join our Managed Service Provider (MSP) team delivering voice, data, and IT solutions. This role is responsible for supporting, deploying, and maintaining VoIP phone systems, network infrastructure, and managed IT environments for small to mid-sized businesses. The ideal candidate has a strong technical background, thrives in a fast-paced environment, and enjoys solving complex problems while providing exceptional service to customers.
Key Responsibilities
Technical Support & Troubleshooting
Provide Tier 1 & 2 technical support for VoIP (hosted and on-prem), network, and IT-related service issues.
Troubleshoot and resolve issues involving:
VoIP phone systems, SIP trunks, call flow, QoS, SBCs
Internet connectivity (fiber, broadband, LTE/5G backup)
LAN/WAN networks, firewalls, VPNs, routing, switching, wireless
Cloud services and SaaS environments (Microsoft 365, Teams, etc.)
Perform remote and onsite diagnostics, root cause analysis, and resolution of service-impacting issues.
Work within SLAs to provide timely updates, resolutions, and documentation for customers.
System Deployment & Project Work
Install, configure, and support VoIP systems (e.g., 3CX, Teams Phone, Yealink/Fanvil/Poly devices).
Configure network equipment including firewalls, routers, switches, Wi-Fi, and VPN solutions.
Support site rollouts such as new office builds, network refreshes, or phone system replacements.
Assist with number porting, SIP carrier activations, and telephony service provisioning.
Conduct customer training sessions and provide technical onboarding support.
Monitoring & Maintenance
Monitor customer environments, proactively identify issues, and implement corrective actions.
Apply patches, firmware updates, security hardening, and system maintenance across supported environments.
Maintain documentation of customer network environments, configurations, and system changes.
Participate in after-hours support rotations as needed.
Collaboration & Continuous Improvement
Collaborate with the service desk, project managers, and engineering team to ensure smooth service delivery.
Recommend process improvements, automation opportunities, and technology upgrades to enhance service reliability.
Stay current with industry trends, VoIP technologies, cybersecurity best practices, and MSP toolsets.
Qualifications
Required:
2–5 years of experience in technical support or engineering role within an MSP, ISP, telecom, or IT services provider.
Solid understanding of VoIP technologies (SIP, RTP, QoS), PBX systems, and VoIP troubleshooting.
Strong networking knowledge: TCP/IP, VLANs, DNS, DHCP, VPNs, routing & switching.
Experience with firewalls/routers (e.g., Cisco, Fortinet, Meraki, SonicWall, pfSense, DrayTek, Mikrotik, etc.).
Ability to diagnose complex technical issues independently and communicate solutions to both technical and non-technical users.
Preferred (Not Required):
Experience with 3CX, Microsoft Teams Phone, or other hosted PBX platforms.
Microsoft 365 administration, Azure AD, Intune, and cloud security experience.
Familiarity with ISP provisioning, SD-WAN, and carrier services.
Industry certifications (e.g., CompTIA Network+, CCNA, 3CX, Fortinet NSE, Microsoft, etc.).
Key Competencies
Strong analytical and problem-solving skills
Excellent communication and customer-service mindset
Ability to juggle multiple tasks and prioritize effectively
Detail-oriented with strong documentation habits
Self-starter with a passion for technology and continuous learning
Work Environment & Schedule
Full-time position: Monday–Friday (with occasional after-hours, on-call, or project-based work)
Travel to customer sites may be required