Job Description:

You will serve as the Subject Matter Expert on IP PBX systems , providing expert-level support to customers, partners, and internal teams . This role bridges product knowledge with customer engagement, ensuring seamless deployment, troubleshooting, and optimisation of telephony solutions.

All job application must be submitted via our Career site at https://career.smarthills.com.pg . Any other methods will not be processed and responded.

For more information, please refer to our Recruitment FAQ at https://helpcentre.smarthills.com.pg/portal/en/kb/articles/recruitment-frequently-asked-questions

Only shortlisted candidates will be contacted.

Roles & Responsibilities:

1. Technical Support & Troubleshooting
a. Deliver Tier 1 and Tier 2 support for IP PBX systems, SIP trunking, VoIP phones, and associated hardware/ software.
b. Diagnose and resolve configuration, connectivity, and performance issues.
c. Escalate complex technical matters to vendors as required.

2. Training & Enablement
   a. Conduct structured training programmes for partners, end users, and customers—both remotely and on-site.
   b. Review training materials, user guides, and technical documentation provided by Vendor and tailored to varying levels of expertise.
   c. Host webinars, workshops, and onboarding sessions to ensure product proficiency and adoption.

3. Customer & Partner Engagement
   a. Assist clients with product setup, configuration, and optimisation.
   b. Provide consultative support during deployment and post-sales phases.
   c. Maintain detailed support logs and ensure timely resolution of service requests.
4. Product Expertise
   a. Stay abreast of firmware updates, product releases, and industry developments.
   b. Attend Training Session conducted by Vendor
   c. Conduct internal knowledge-sharing sessions for sales and support teams.
   d. Offer feedback to Vendor for enhancements and localisation.
5. Documentation & Reporting
   a. Review technical guides, FAQs, and support documentation.
   b. Prepare monthly reports on support metrics, training outcomes, and customer satisfaction.

Requirements:

• Minimum 5 years’ working experience focusing on PBX & Networking
• Minimum 1 valid professional certification (CompTIA. Cisco, or any other relevant certification)
• Able to acquire further personal professional certification within 6 months to 1 year (Exam fees sponsored by company)
• Extensive experience and strong knowledge in PBX, VoIP, SIP, and telephony infrastructure
• Strong understanding of network security principles and best practices, including firewall configuration, access controls, and vulnerability management
• Exceptional problem-solving and troubleshooting skills, with the ability to analyse and resolve complex technical issues
• Experience with conducting training

Benefits:

If you are a proactive, professionally presented person & want to be part of a fast growing organisation, this could be your next long term role. In return for your passion and commitment, we will reward you with, including but not limited to:

• Competitive salary which will commensurate the level of experience / qualification of the individual
• Exam fees and charges sponsored by company for your personal development (professional certification & training)
• Company Attire/uniforms
• Employee's discount
• Year-end bonus/Yearly salary increment
• Internal & external training opportunity
• Overseas trip for event & training
• Company retreat/trip
• and other employee benefits