3CX / VoIP Support Engineer – SIP & Networking
Remote – Colombia | Full-time independent contractor | Long-term
Specialist 3CX and business-telephony support role
Investigate SIP, RTP, networking and call-quality problems through to resolution
Support UK business customers from Colombia with flexible UK-hours coverage
About Intouch Tech
Intouch Tech is a UK-based managed IT and security provider delivering managed IT, cyber security, Microsoft 365, business telephony and automation services.
About the role
We are looking for an experienced 3CX / VoIP Support Engineer based in Colombia.
This is not a basic helpdesk role.
You will independently handle more complex business-telephony problems, including SIP troubleshooting, call-quality issues, packet analysis, network configuration and phone-system administration.
You will take ownership of problems rather than simply collecting information and escalating them.
There is no team-management responsibility. This is a specialist hands-on engineering position.
What you'll be doing
Own VoIP and telecoms support issues from investigation through to resolution
Configure and troubleshoot 3CX, Yeastar and Bicom
Build IVRs, queues, ring groups, call flows, time conditions and voicemail
Diagnose dropped calls, one-way audio, jitter, latency and packet loss
Analyse SIP signalling and RTP traffic using Wireshark or equivalent tools
Troubleshoot SIP trunks, registration, codecs and NAT traversal
Investigate VLANs, QoS, firewalls, SBCs, routing and SIP ALG
Provision handsets and softphones
Support number porting and new phone-system deployments
Work directly with SIP carriers, telecoms providers and ISPs
Communicate technical findings clearly to UK customers
Maintain accurate technical documentation
What we're looking for
Strong professional VoIP support experience
Strong 3CX experience
Experience with Yeastar and/or Bicom
Good practical understanding of SIP registration, signalling and call setup
Experience diagnosing call-quality issues
Confidence analysing SIP and RTP traffic
Wireshark or similar packet-capture experience
Strong networking knowledge
Handset-provisioning experience
Ability to independently investigate and resolve technical problems
Good documentation and ticket-management habits
English language requirement
Excellent spoken and written English is essential.
You will deal directly with UK business customers, carriers and suppliers, so clear communication and a professional telephone manner are important.
Nice to have
Asterisk or FreePBX
Microsoft Teams Phone
Direct Routing
SBC configuration
Carrier or wholesale SIP experience
UK number-porting knowledge
Microsoft 365 support
Fortinet, Sophos or DrayTek
Automation or scripting
3CX certification
Working hours
The standard working pattern is:
09:00–18:00 UK time, Monday to Friday
Approximately:
03:00–12:00 Colombia time during UK summer
04:00–13:00 Colombia time during UK winter
We are flexible around the precise working pattern. 10:00–19:00 UK time also works, and other arrangements may be considered if they give us appropriate UK working-day coverage.
Remote working requirements
You will need reliable high-speed internet, a professional working environment for customer calls and backup connectivity for outages.
You should be comfortable working independently and managing your own ticket queue.
What we offer
Long-term remote contract
Ownership of the telecoms support queue
Support towards relevant technical certifications
Opportunity to deepen your VoIP and networking expertise
Exposure to Microsoft, security, endpoint, automation and AI technologies
Support from an experienced UK technical team
Shortlisted applicants will have a technical video interview covering both technical depth and spoken English.
