IT & VoIP Technical Support Engineer

IT & VoIP Technical Support Engineer

Location: Remote
Work type: Full-time independent contractor
Monthly contract rate: PHP 60,000 – 75,000, depending on experience
Level: Experienced IT & VoIP technical support
Schedule: Monday to Friday, UK Graveyard Shift
English requirement: Excellent spoken and written English is essential

Key requirements

• Strong hands-on IT technical support experience
• Practical experience supporting Microsoft 365 and Windows environments
• Hands-on experience with 3CX and other VoIP/PBX platforms
• Good networking knowledge including DNS, DHCP, TCP/IP, NAT, VPNs, routers and firewalls
• Excellent spoken and written English
• Confidence speaking directly with UK business customers
• Ability to independently troubleshoot and own technical issues through to resolution

About Intouch Tech

Intouch Tech is a UK-based managed IT and security provider. We support organisations across the UK with managed IT services, cyber security, Microsoft 365, business telephony and automation.

We are ISO 27001:2022 certified and work with businesses that need reliable technical support, clear communication and secure technology.

About the Role

We are looking for an experienced IT & VoIP Technical Support Engineer to join our service desk remotely.

This is a hands-on technical support role covering both general business IT and VoIP/telephony.

You will support customers with Microsoft 365, Windows devices, networking and day-to-day IT issues, while also configuring and troubleshooting business telephony platforms including 3CX, Yeastar and Bicom.

We need someone who can investigate issues properly, take ownership of support tickets from start to finish and communicate confidently with customers throughout the process.

This is not a purely VoIP position. You should be comfortable supporting a wider IT environment as well as handling telephony-related issues.

There is no team-management responsibility. This is a hands-on technical role.

English is important for this role

Excellent spoken and written English is essential.

You will communicate directly with UK business customers every day by telephone, email and Microsoft Teams.

You must be comfortable understanding customer issues, asking the right troubleshooting questions and explaining technical problems clearly in plain English.

Strong technical skills alone will not be enough for this position. Customer communication is an important part of the role.

What you'll be doing

• Own and resolve IT and VoIP support tickets from initial diagnosis through to resolution
• Provide day-to-day technical support for Microsoft 365, Windows desktops, laptops and business applications
• Troubleshoot Outlook, Teams, OneDrive, Exchange Online and Microsoft 365 user issues
• Manage user accounts, permissions, password resets, MFA and general access issues
• Diagnose Windows desktop and endpoint problems
• Investigate connectivity and networking issues including DNS, DHCP, TCP/IP, Wi-Fi, VPNs, routers and firewalls
• Provide technical support for 3CX, Yeastar, Bicom and other VoIP/PBX platforms
• Configure and troubleshoot extensions, SIP trunks, call routing, IVRs, ring groups and call queues
• Install, configure and troubleshoot IP desk phones, softphones and mobile VoIP applications
• Diagnose call quality, registration, connectivity and routing issues
• Troubleshoot networking issues affecting VoIP performance
• Work with SIP providers and other third-party vendors where required
• Handle customer support requests by telephone, email and ticketing system
• Investigate recurring problems and identify the underlying cause rather than applying temporary fixes
• Escalate genuinely complex infrastructure or vendor-related issues when necessary
• Maintain clear and accurate ticket notes and technical documentation
• Communicate directly with UK customers throughout the troubleshooting process
• Work closely with the wider technical team to resolve customer issues efficiently

What we're looking for

You should have:

• Strong practical experience working in IT technical support, helpdesk or service desk environments
• Experience supporting Windows desktops and laptops
• Practical Microsoft 365 support experience
• Good understanding of Exchange Online, Outlook, Teams and OneDrive
• Experience managing users, permissions and authentication issues
• Strong troubleshooting and problem-solving skills
• Good networking knowledge including IP addressing, DNS, DHCP, NAT, VPNs, routers, firewalls and Wi-Fi
• Hands-on experience supporting VoIP or PBX systems
• Practical experience with 3CX
• Familiarity with platforms such as Yeastar, Bicom or similar business telephony systems
• Good understanding of SIP, extensions, call routing and VoIP networking
• Experience configuring and troubleshooting IP phones such as Yealink or similar devices
• Experience working with remote support and ticketing systems
• Excellent spoken and written English
• Strong customer communication skills
• Good ticket-management and documentation habits
• Ability to investigate problems independently and manage your own priorities

Previous experience working within an MSP, IT service provider or business telecoms provider would be particularly valuable.

Nice to have

• Microsoft Entra ID / Azure AD
• Microsoft Intune
• Microsoft Azure
• Active Directory
• Windows Server
• Microsoft Defender or endpoint security technologies
• Microsoft 365 security
• Firewall administration
• Network troubleshooting
• 3CX certification
• Yeastar or Bicom experience
• SIP trunk configuration
• Experience with telecoms carriers or SIP providers
• PowerShell
• Power Automate
• RMM or remote-management platforms
• PSA/service desk platforms
• CompTIA Network+ or similar networking certification
• Previous experience supporting UK or European businesses

Working Hours

This is a full-time role, Monday to Friday.

The position may require UK night/graveyard shift coverage, depending on business and technical support requirements. The exact working hours will be confirmed during the recruitment process.

As this is a UK-based support role, your schedule will be aligned with the required UK coverage hours and may change by one hour when the UK moves between British Summer Time (BST) and Greenwich Mean Time (GMT).

Please only apply if you are comfortable working a consistent shift that may fall outside standard UK business hours.

Weekends are normally off, unless otherwise agreed for exceptional support requirements

Remote working requirements

You will need:

• Reliable, fast home internet
• A wired connection where possible
• A quiet and professional environment for customer calls
• Backup connectivity or a workable contingency for outages
• A suitable computer and remote working environment
• Ability to work independently
• Ability to work as an independent contractor and invoice a UK company

What we offer

• PHP 60,000 – 80,000 per month, depending on experience
• Long-term, stable remote contract
• Genuine ownership of your technical work
• Support towards relevant technical certifications
• Opportunity to continue developing both IT and telecoms skills
• Exposure to Microsoft 365, cloud, cyber security, networking, business telephony, automation and AI technologies
• Experience working across a wide range of UK business environments
• Support from an experienced UK technical team

Shortlisted candidates will be invited to a video interview. The interview will assess both technical knowledge and spoken English.