VoIP Support Engineer

Facts & IT
Connecting business and people together.

Job details

  • Full-time
  • calendar
  • map markerPorto, PT
  • cardRequires Work Permit
    Requires that you're a citizen or have a valid work permit / visa sponsorship to work in the country in which this position is based.
  • routeIntermediate
  • routeEnglish
    Preferred spoken language

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Our company is a new generation telecommunications company. Focused on IP communications technology, open source and cloud delivered services. We have experienced a significant growth and now there is an opportunity to join the key technical customer support team.

Support engineers are engaged in a range of activities from day to day trouble ticket management to new customer installations and on-site visits. Facts&IT blends products and customer solutions from open source technologies such as Kamailio and Asterisk, in-house development and best in class networking products. Therefore our support engineers enjoy a significant degree of variety and challenge.

Customer service is a key differentiator in the communication industry so we seek a bright, motivated, technically skilled individual to join our team who is capable of demonstrating technical competence and a passion for genuine customer service.

Your core activities and and responsability will be:

  • Field first contact with the customer
  • Log enquiries in ticketing system
  • Issue assessment for prioritisation and issue diagnosis
  • Continuous customer dialogue during fault management process
  • Liaise with third party suppliers and escalations with in-house development teams
  • Fault clearance to the customer’s satisfaction

Main requirements

  • Excellent English written and oral communication skills
  • Experience of VoIP related technologies and protocols
  • Strong TCP/IP knowledge (CCNA level desirable)
  • Fundamental understanding of Routing/Switching/Firewalls
  • Fundamental understanding of Linux OS, ability to install and troubleshoot Linux
  • Customer focus
  • Great communication skills
  • Ability to work both as a constructive team member and independently
  • Availability for traveling

Nice to have

  • Experience of working directly with Asterisk and/or Kamailio implementations;
  • Fundamental understanding of Microsoft OS, ability to install and troubleshoot Microsoft systems;
  • Exposure to virtualisation;
  • Spanish or Portuguese written and oral communication skills;


  • Fresh fruit, coffee and tea
  • Relaxed atmosphere
  • Working from a coworking space next to Casa da Música with great people

Apply now

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