L1/L2 IT Support & VoIP Engineer (MM)

Location: Umhlanga, Durban – Office Based
Job Type: Full-Time
Working Hours: UK Business Hours

About the Role

Shoreability is looking for an experienced L1/L2 IT Support & VoIP Engineer to join our technical team in Umhlanga, supporting customers and businesses throughout the UK.

This is primarily a VoIP role, so we're specifically looking for someone with hands-on experience configuring and troubleshooting business telephone systems. You should also have good L1/L2 IT support skills across Microsoft 365, Windows and networking.

This is a full-time, office-based position in Umhlanga. No remote working.

Key Responsibilities

VoIP / Telephony

• Configure and support Asterisk, 3CX and Gamma Horizon PBX systems.
• Configure SIP trunks, extensions, DDIs and inbound/outbound call routing.
• Build and troubleshoot call flows, IVRs, hunt groups, queues and voicemail.
• Troubleshoot SIP registration, failed calls, call routing and voice-quality issues.
• Configure and troubleshoot Yealink IP phones.
• Assist with telephone number porting.
• Take ownership of VoIP faults through to resolution.

IT Support

• Provide L1/L2 technical support to UK customers.
• Support Microsoft 365, Exchange Online and Entra ID (Azure AD).
• Troubleshoot Windows 10/11 desktops and laptops.
• Support Windows Server and Active Directory.
• Troubleshoot DNS, DHCP, TCP/IP, VPN, Wi-Fi and firewall issues.
• Maintain accurate ticket notes and technical documentation.

Essential Skills & Experience

We're looking for candidates with strong experience in:

• VoIP / PBX support and configuration
• Asterisk, 3CX and/or Gamma Horizon
• SIP registration and SIP trunks
• Call routing and call-flow configuration
• IVRs, queues, hunt groups and extensions
• Yealink IP phones
• Number porting and DDI configuration
• Microsoft 365
• Windows 10/11
• Windows Server / Active Directory
• TCP/IP networking and troubleshooting
• L1/L2 IT support

You should be comfortable configuring and troubleshooting a PBX, rather than simply carrying out basic user administration.

What We're Looking For

• Strong technical troubleshooting and fault-finding skills.
• Previous commercial VoIP/PBX support experience.
• Good L1/L2 IT support knowledge.
• Excellent spoken and written English.
• Professional telephone manner and customer service skills.
• Ability to explain technical issues clearly to non-technical users.
• Ability to take ownership of problems through to resolution.
• Comfortable supporting UK-based customers.

Previous MSP experience would be an advantage.

Desirable Skills

• VLANs and Voice VLANs
• QoS
• Firewall/NAT troubleshooting
• Microsoft Azure
• Microsoft Intune
• PowerShell
• Hyper-V
• Experience supporting healthcare or dental organisations

Why Join Shoreability?

• Work with UK customers and Managed Service Providers.
• Develop specialist VoIP and IT infrastructure skills.
• Work with Asterisk, 3CX, Gamma Horizon and Microsoft technologies.
• Varied technical environments and troubleshooting.
• Career development and progression opportunities.
• Modern office environment in Umhlanga.

Applicants must be able to reliably commute to our Umhlanga office and have excellent spoken and written English.

Pay: From R15 000,00 per month

Application Question(s):

• How many years of commercial VoIP/PBX support experience do you have?
• Which systems have you personally configured: Asterisk, 3CX, Gamma Horizon?
• Have you configured a PBX from scratch, including extensions, SIP trunks, inbound/outbound routing, queues and IVRs?
• How many years of L1/L2 IT support experience do you have?
• Rate your Microsoft 365/Windows/Networking knowledge from 1–5.
• This is a full-time, office-based role in Umhlanga supporting UK customers. Are you able to reliably commute to the Umhlanga office and work UK business hours?

Work Location: In person