Job Description
WE ARE HIRING
Voice & Network Support Engineer
Level 2 / Level 3
Advanced Telecommunications & Networking Support | Australian Clients
- ROLE
Level 2 / Level 3 Support - CLIENTS
Australian Customers - WORKING HOURS
Australian Business Time Zones - WORK MODE
Work From Home
ABOUT THE ROLE
We are seeking an experienced Voice & Network Support Engineer – Level 2/3 to join our technical team and provide advanced telecommunications and networking support to Australian clients. The role operates in line with Australian business hours/time zones.
KEY RESPONSIBILITIES
- Provide Level 2 and Level 3 technical support.
- Categorise, prioritise, investigate and resolve technical incidents.
- Perform troubleshooting through to resolution.
- Provision, configure, install and support telecommunications and network services.
- Provide ongoing Business-as-Usual (BAU) technical support.
- Work with Australian customers and third-party suppliers for service provisioning and fault resolution.
- Manage incidents using CRM and support systems.
- Maintain accurate ticket updates, status information and technical documentation.
- Assist in developing and documenting operational procedures and best practices.
- Contribute to documentation covering provisioning, configuration, backup, disaster recovery, operations and security.
- Support the continued development of switching, routing and security infrastructure.
REQUIRED SKILLS & EXPERIENCE
- Experience working within a Systems Integrator, Service Provider or Carrier environment in a Level 2/3 support role.
- Strong experience with Open Platform solutions.
- Good knowledge of SIP, SIP Trunking and call routing.
- Experience supporting Cloud-Based Telephony Platforms.
- Experience configuring and supporting PBX systems.
- Experience with VoIP CPE, including ATAs and IP handsets such as Yealink.
- Experience with Softswitches and Session Border Controllers (SBCs).
- Experience with Open Source VoIP platforms such as Asterisk and Kamailio.
- Strong knowledge of IP and Ethernet networking technologies.
- Knowledge of DNS, SMTP and SNMP.
- Strong analytical and problem-solving abilities.
- Excellent written and verbal English communication skills.
- Ability to prioritise tasks and manage workload effectively.
- Willingness and ability to work according to Australian business hours/time zones.
- Flexibility to support on-call/after-hours requirements when required.
IDEAL CANDIDATE
A technically strong, proactive and results-driven engineer who enjoys solving complex technical problems, communicates confidently with Australian clients, and is willing to continually learn and share technical knowledge.
HOW TO APPLY
If you meet the requirements and are interested in this opportunity, please submit your application through our Careers page:
APPLY ONLINE
www.matrixmantra.lk/careers
Select your English Fluency Rating (1-10) and upload your updated CV/Resume.
We look forward to hearing from you.
