Systems Voice Engineer

Summary

Join New Era Technology, a global company with over 4,500 professionals, committed to creating a valued and empowered workplace. As a Systems Voice Engineer, you will deliver high-quality IT services focused on a hosted FreePBX environment. Responsibilities include customer support, troubleshooting, project management, and security patching. This role requires 3-5 years of experience as a Systems Engineer with strong FreePBX/Asterisk skills and experience in customer-facing roles. The position offers full remote flexibility and a competitive hourly rate. New Era prioritizes employee development and offers a team-oriented culture.

Requirements

• Outstanding capabilities to troubleshoot FreePbx, Asterisk Voice Systems, Linux and VMs in a hosted environment
• Strong knowledge of FreePBX/Asterisk command line syntax and endpoint configuration, FreePBX/Asterisk patching, running billing reports, basic understanding of Network protocols, and Remote Management tools
• Ability to communicate effectively and professionally with all customer contacts
• Ability to provide clear written communication for ticket/project updates
• Clear written communication to maintain organization and control over all information related to customer tickets and assignments
• Excellent verbal skills for customer interaction
• Excellent documentation skills
• Dedicated to always providing exceptional customer service
• Proficiency in all aspects of the core technical requirements
• Strong team collaboration skills
• 3-5 years’ experience as a Systems Engineer, with strong FreePbx/Asterisk Skills
• Participate in planning and execution of new and existing equipment hardware and firmware upgrades, including patching
• Working technical knowledge of current network hardware, protocols, and internet standards
• Strong background with ticketing systems and tracking work
• 2+ years in a customer facing role, MSP preferred
• 2+ years working with SaaS products
• English

Responsibilities

• Customer Satisfaction through the delivery of world class Support Services
• Optimizing productivity while assigned to customer tickets or projects
• Ability to prioritize work through ticket and project status
• Problem-solving and resolution of issues and escalating where appropriate
• Ticket Quality Control and Ticket Management
• Customer Service including phone, video, and email communication
• Occasional on-site to nearby customers (less than 5%)
• Occasional on-call responsibility/rotation
• Participation in process improvement initiatives
• Documentation skills for customer environments

Preferred Qualifications

Experience with MSP tools like ITGlue are a bonus

Benefits

• Full remote flexibility
• $35/hr compensation