L2 Voice Support Engineer - JHB

60degrees; City of Johannesburg Metropolitan Municipality; Hybrid; ZAR 500 000 - 700 000; Full time

Job summary

A global leader in Enterprise Dialogue Management is seeking an experienced L2 Voice Support Engineer in Johannesburg North. This role involves troubleshooting VoIP systems, managing incidents, and collaborating with development teams. Starting remotely, transitioning to a hybrid model in 2026. Candidates should have at least 5 years of experience and a strong knowledge of SIP protocol and Microsoft Azure.

Benefits

Provident Fund

23 Days of Annual Leave

Internet Allowance

Qualifications

• 5+ years of experience in a VoIP support environment.
• Strong knowledge of VoIP systems and SIP protocol.
• Understanding of Microsoft Azure and PowerShell scripting.

Responsibilities

• Troubleshoot complex technical issues and manage incidents.
• Resolve SSO, SIP flow, trunk problems on SBCs.
• Collaborate with development teams to resolve software bugs.

Skills

VoIP support experience

Understanding of SIP protocol

Microsoft Azure knowledge

PowerShell scripting

Troubleshooting skills

REST and API expertise

Education

SIP School Qualifications

Tools

Postman

Wireshark

Job description

Job Description

THE OPPORTUNITY THAT AWAITS YOU

Founded in 2010 in the Netherlands, the company is a global leader in Enterprise Dialogue Management. With a team spanning 22 countries, they provide AI-driven solutions powered by Microsoft Teams, serving top enterprises worldwide. Fosters a culture of innovation, accountability, and customer-first thinking.

We’re looking for an experienced and passionate L2 Voice Support Engineer to join their newly growing team in Johannesburg North.

This role will be starting remotely (moving to a hybrid model in January 2026 - 2 days on-site / week in JHB North). This role requires shift work, working according to the EST time zone (US), and will involve some weekend work to allow for a full coverage of support.

YOUR KEY RESPONSIBILITIES

• As a 2nd Line (Technical) Support Engineer, you will troubleshoot complex technical issues escalated from L1 support, manage incidents to ensure SLAs are met and documented, and use PowerShell for automation and issue replication.
• You will also resolve SSO, SIP flow, and trunk problems on SBCs, maintain and update the Knowledge Base, and manage SQL Server databases by executing queries.
• Additionally, you will collaborate with development teams to resolve software bugs, monitor cloud infrastructure and Azure Resource Manager (ARM), and work in shifts, including weekends, to provide continuous support.
• Form part of a knowledge-sharing, supportive team.

OUR REQUIRED EXPERTISE

• 5+ years of experience within a VoIP support environment
• Strong knowledge of VoIP systems at an infrastructure level, specifically in utilising the SIP protocol over TLS / TCP and UDP, is essential.
• Understanding of Microsoft Azure and PowerShell scripting
• Proficient skills and knowledge of log analysis and troubleshooting methodology.
• Skilled in troubleshooting, root cause analysis, SLAs, knowledge, and incident management.
• Demonstrate strong expertise in REST, API, and network protocols, along with hands-on experience using tools like Postman or Wireshark (knowledge on using web browser development tools to troubleshoot web applications and analysing .har file captures is a requirement)
• Background in UCaaS, Unified Communications, UC, and Contact Centers is a plus.
• Basic scripting and programming knowledge will make you stand out
• SIP School Qualifications (Advantageous)

YOUR REWARD

• Benefits include Provident Fund, 23 Days of Annual Leave, Internet Allowance