The FSE will be responsible for configuring and installing VoIP PBX systems and providing a high level of technical support to external customers while working under minimal supervision. The role focuses on on-site installations, as well as diagnosing and resolving existing technical issues.

Job Duties

• Act as the primary interface for all clients to resolve reported issues
• Respond to support tickets in a timely manner
• Provide troubleshooting and technical support remotely and on-site
• Set up and install 3CX software prior to deployment
• Install and configure the 3CX mobile application
• Provide ongoing support and maintenance for 3CX systems
• Configure and prepare PBX phones prior to installation
• Provide support and maintenance for PBX handsets post-installation
• Troubleshoot VoIP-related issues
• Set up gateways (PSTN, fax gateways, FXO, FXS, BRI)
• Install and configure routing on ADSL and fibre connections
• Set up VPNs and configure port forwarding on routers
• Implement router configuration changes based on client requirements
• Perform preventative maintenance on routers (firmware updates, scheduled reboots)
• Access and audit router configurations to ensure optimal performance and compliance
• Install and configure 3CX software on phones and servers

Required Knowledge, Skills, and Abilities

• A+ and N+ certifications (preferred)
• Proven experience with networking and PBX systems
• Knowledge of structured cabling
• Strong communication skills
• Excellent problem-solving ability
• Dependable and self-motivated
• Effective time management skills
• Professional work ethic and attitude

Other

• Complies with the company’s vision, policies, and procedures
• Performs additional tasks as assigned by management