The Support Engineer will provide first- and second-line technical support across a defined technology stack: 3CX hosted PBX, hosted server environments, MikroTik routing and switching, Microsoft 365, Windows Server, and general networking. This is a hands-on, customer-facing role that demands both deep technical competence and a genuine commitment to service excellence. This is a work-from-home position, but it will require occasional travel to customers.

3CX & Hosted PBX Support

• Install, configure, and maintain 3CX phone systems hosted in our cloud environment.
• Troubleshoot inbound/outbound call failures, SIP trunk issues, codec mismatches, and NAT-related problems.
• Manage extensions, ring groups, IVR menus, call queues, and call recording settings on behalf of customers.
• Liaise with SIP trunk providers to diagnose and resolve carrier-side issues.
• Assist customers with 3CX desktop and mobile client configuration and connectivity.
• Monitor hosted PBX instances for performance, capacity, and license compliance.

Hosted Server Support

• Provide administration and support for customer servers hosted on our infrastructure, including Windows Server 2019 and newer and Ubuntu 22 and newer.
• Perform routine maintenance: patch management, disk health monitoring, backup verification, and performance tuning.
• Troubleshoot server-side issues, including service failures, resource exhaustion, event log errors, and authentication problems.
• Manage Active Directory environments: user accounts, group policies, OUs, and domain services.
• Support Remote Desktop Services (RDS), file sharing, and print server configurations.
• Respond to and resolve backup failures; ensure recovery procedures are tested and documented.

MikroTik Routing & Networking

• Configure and support MikroTik RouterOS devices, including hAP, CCR, and RB-series hardware.
• Troubleshoot LAN/WAN connectivity, IP addressing, NAT, firewall rules, and routing issues.
• Set up and maintain VPN tunnels (IPsec, WireGuard, L2TP) for remote access and site-to-site connectivity.
• Configure QoS, traffic shaping, and bandwidth management policies for customer environments.
• Support wireless deployments, including Ubiquiti and general Wi-Fi troubleshooting.
• Assist with VLAN configuration, inter-VLAN routing, and managed switch integration.

Microsoft 365 Support

• Administer Microsoft 365 tenants: user provisioning, licence management, and security settings.
• Troubleshoot Exchange Online mail flow issues, spam filtering, NDRs, and shared mailbox configurations.
• Support Microsoft Teams deployments, including calling, meetings, channels, and guest access.
• Assist with OneDrive and SharePoint Online access, permissions, and synchronisation problems.
• Manage and troubleshoot Azure AD / Entra ID, including MFA, conditional access, and SSO configurations.
• Apply and monitor Microsoft security baselines, Defender for Business alerts, and compliance policies.

General Networking

• Diagnose and resolve general network connectivity issues across customer LAN and WAN environments.
• Perform basic structured cabling assessments and coordinate with third-party contractors where physical remediation is required.
• Configure and support unmanaged and managed switches (VLANs, spanning tree, port security).
• Troubleshoot DNS, DHCP, and IP addressing conflicts across multi-subnet environments.
• Assist with firewall rule reviews and basic security hardening for customer network perimeters.
• Document network topologies and maintain accurate asset and configuration records in the helpdesk system.

General Support Responsibilities

• Log all support interactions accurately and promptly in Freshdesk, with clear descriptions, time entries, and resolution notes.
• Prioritise and manage your personal ticket queue in accordance with customer SLA commitments (8x5xNBD, 24x7xNBD, 24x7x4).
• Escalate complex issues to senior engineers or vendors in a timely manner, with a full handover of diagnostics gathered.
• Communicate proactively with customers on open tickets – no ticket should go silent.
• Contribute to the Mezobyte knowledge base by documenting recurring issues and their resolutions.
• Participate in a standby/on-call roster for after-hours critical incident response.