IT Support Technician SMB

Job Summary: Level 2–3 IT & VoIP Support Technician (3CX / Cisco / NBN / Network) Remote – Based in India Working Hours: 5:00 AM – 3:00 PM IST | Monday – Friday (Working Melbourne, Australia Time Zone)   About the Role We are seeking an experienced Level 2–3 IT & VoIP Technician to support our clients across Australia. Providing expert-level support for hosted phone systems (3CX, Cisco), NBN internet, and general IT/network infrastructure. Candidates with Avaya or NEC system knowledge will be considered highly valuable.   Key Responsibilities Provide Level 2–3 remote technical support for 3CX and Cisco hosted phone systems. Configure and troubleshoot SIP trunks, call flows, and VoIP provisioning. Troubleshoot NBN internet connections, modems, and router configurations. Configure and manage network switches, firewalls, and routers. Support users with Microsoft 365, domain/DNS, and basic website hosting tasks. Maintain and document system configurations, tickets, and resolutions. Coordinate with Australian engineers for escalations or onsite support when required.   Technical Skills & Experience Essential: 3–6 years’ experience in IT or telecom technical support. Proven expertise in 3CX administration (SIP, extensions, call routing, backups). Experience with Cisco hosted PBX or UC systems. Strong troubleshooting skills for NBN connections, modems, routers, firewalls, and switches. Knowledge of VoIP protocols (SIP, RTP, QoS) and network fundamentals (TCP/IP, VLANs, NAT). Familiarity with Windows Server, Microsoft 365, and remote desktop tools. Excellent English communication and client-facing skills.   Desirable (Added Advantage): Exposure to Avaya IP Office or NEC PBX systems. Experience with Azure AD, AWS, or CrashPlan backups. Understanding of domain management, DNS, and SSL certificates. Certifications such as 3CX Advanced, CCNA, or CompTIA Network+.   Soft Skills Strong communication and documentation abilities. Analytical and methodical problem-solving approach. Reliable, self-driven, and able to work independently. Customer-focused with a “can-do” attitude.   Why Join Us Work remotely from India supporting Australian clients. Exposure to cutting-edge VoIP, network, and cloud systems. Friendly, growth-oriented culture and stable long-term opportunity.   How to Apply Please submit your CV/resume with: Experience in 3CX, Cisco, and network troubleshooting (NBN/modems/firewalls). Any Avaya/NEC system knowledge.