Senior Support Analyst – 3CX, VoIP & Network Engineering

Position Overview

We are seeking a Support Analyst to join our Karachi office and support projects for an Australian-based company. This role offers exposure to international standards and practices, with office timings aligned to Australian business hours.

Key purpose of the team
The Managed Services Practice delivers end to end outsourced IT management solutions tailored to meet the evolving needs of our clients. Core service offerings include Help Desk Support Network Monitoring and Management Server and Desktop Management Voice and Data Services Cyber Security and ongoing Infrastructure Maintenance.

The Support Team provides multi-tier technical support and is measured against clearly defined KPIs to ensure high levels of client satisfaction and consistent delivery against contractual obligations.

Key purpose of this position
The Senior Support Analyst – 3CX VoIP and Network Engineering is a highly technical role responsible for advanced support and engineering across voice and data environments.

This role requires strong hands on experience with 3CX VoIP platforms SIP trunking and network engineering fundamentals and acts as a key escalation point for complex incidents and outages.

Key Accountabilities
Provide advanced specialist support for 3CX VoIP and network related services
Act as a senior escalation point for complex incidents
Diagnose and resolve VoIP SIP call quality routing and latency issues
Perform network level troubleshooting including packet analysis
Support and mentor Level 1 and Level 2 staff
Coordinate escalations with carriers and vendors
Assist with implementation upgrades and migrations
Maintain technical documentation
Mandatory Technical Requirements
Extensive hands on experience with 3CX administration and troubleshooting
Strong experience with VoIP SIP trunking and PBX systems
Solid network engineering fundamentals including TCP IP VLANs routing NAT firewalling and QoS
Advanced troubleshooting skills using Wireshark
Strong understanding of internet/Fibre and carrier services

Experience
Minimum 3 plus years experience in a 3CX VoIP and Network focused role
Experience in Managed Services or ISP environments preferred

Abilities
Ability to resolve complex issues independently
Ability to work under pressure
Ability to manage multiple priorities
Strong communication and documentation skills

Job Type: Full-time

Pay: Rs150,000.00 - Rs300,000.00 per month

Application Question(s):

• How many years of Support Analyst – Voice & Data experience do you have?
• Do you speak English fluenty?
• How many years of hands on experience do you have administering and supporting 3CX in a production environment?
• Which versions of 3CX have you worked with and what type of deployments have you supported; On premise cloud hosted or both?
• Describe your experience configuring SIP trunks in 3CX.

Which carriers have you worked with and what issues have you resolved?

• Will you be able to come to the office and work from there 3am to 11am, Monday to Friday?

Work Location: In person