Voice & IT Helpdesk Support

About the role

We are seeking a skilled Voice & IT System Support Engineer to join our South Melbourne team. This dynamic, multi-faceted role bridges the gap between Unified Communications (UC) engineering and core IT infrastructure management. If you are a problem-solver who thrives on a mix of PBX deployments, cloud telephony architecture, and general IT operations, this role offers the perfect blend of technical depth and client interaction. This is full‑time Office based or Client Facing role in our South Melbourne office.

Key responsibilities

• UC & Telephony Engineering: Administer, configure, and support Avaya IP Office, Avaya Contact Centre, 8x8, MS Teams, and 3CX PBX deployments.

• Deployments & Upgrades: Handle end-to-end PBX setup, SIP trunk configuration, call flow programming, handset provisioning, SIP Porting & Configuration and UC feature enablement.

• IT Operations & Infrastructure: Support core IT functions including Microsoft 365 administration, Sharepoint Management, endpoint troubleshooting, and robust backup management.

• Security & Monitoring: Maintain email security frameworks (ATP, anti-spam, DMARC/DKIM/SPF) and proactively monitor client systems to pre-empt technical issues.

• Client & Vendor Collaboration: Act as a trusted technical contact, providing face-to-face client support, end-user training, and managing vendor escalations.

About you

• 3+ years in a technical support or UC engineering role supporting enterprise environments

• Strong hands-on experience with Avaya IP Office and Avaya Contact Centre, alongside 8x8, MS Teams, and 3CX

• Deep understanding of VoIP, SIP, RTP, codecs, QoS, LAN/WAN, SD-WAN, VLANs, and firewalls

• Experience managing Microsoft 365 (Exchange, Teams, SharePoint) and implementing email security/backup strategies

• Excellent problem-solving capabilities paired with a strong customer service focus and sharp communication skills

• Valid Australian working rights are mandatory

Nice to Have

• Avaya certifications or formal training.

• Experience with virtualisation (VMware, Hyper-V).

• Exposure to managed services tools (e.g., Datto, Veeam, NinjaOne, Bitdefender).

• Cabling or hands-on onsite installation experience.

About us

At TIG Telecom, we deliver cutting-edge communication and IT infrastructure solutions that keep modern businesses moving. We don't just maintain networks; we actively grow them. We pride ourselves on a supportive, growth-focused culture where your technical skills are sharpened daily through diverse projects and formal professional development.

Benefits

• Clear pathways to specialise further into UC, cloud infrastructure, or cyber security

• Access to comprehensive training programs and funded certification opportunities

• Work from our modern, accessible South Melbourne office close to great cafes and transit

Our Tech Stack & Your Growth Opportunities

We touch a vast ecosystem of technology. Joining us means getting hands-on exposure and career progression pathways across:

• Security & Cloud: Azure deployments, Check Point Email/Collaboration Security.

• Networking: Cisco, WatchGuard, and Ruijie Reyee Networks.

• Print Solutions: Lexmark, Xerox, Fuji, and Kyocera environments.