Sr. Support Specialist, Phones
Accountabilities Troubleshoot VoIP and SIP issues: Diagnose and resolve connectivity problems involving NAT traversal, SDP mismatches, one-way audio, packet loss, and other common VoIP failure scenarios, handling 15+ client tickets per day.
Support PBX environments: Administer and troubleshoot PBX systems at the call-flow and trunk-configuration level, going beyond individual device configuration.
Perform network diagnostics: Investigate network-level issues at client locations, including router, firewall, VLAN, and connectivity problems, and guide non-technical users through resolution steps by phone or screen sharing.
Configure IP phones: Provision and configure IP phones from multiple vendors, including Yealink, Grandstream, and Polycom-class devices, for new and existing client accounts.
Manage support tickets: Resolve client-facing technical tickets efficiently while maintaining SLA commitments, accurate records, and professional written communication.
Provide remote technical support: Conduct structured remote diagnostics and clearly communicate technical findings and recommended solutions to clients.
Document solutions: Identify recurring technical issues and create or update internal knowledge-base documentation to enable the wider support team to resolve similar problems more effectively.
Drive issues through resolution: Take ownership of complex incidents from initial investigation through final resolution, minimizing unnecessary escalations.
Requirements
Technical experience: 2–4 years of professional experience in technical VoIP/PBX support, ideally within multi-site or enterprise-scale environments.
VoIP expertise: Strong practical knowledge of SIP, RTP/RTCP, PBX call routing and configuration, codecs, call-quality issues, and common VoIP failure modes.
Networking: Working knowledge of subnetting, VLANs, QoS, network troubleshooting, and packet-capture analysis using Wireshark or equivalent tools.
Telephony hardware: Hands-on experience provisioning and configuring IP phones from multiple hardware vendors.
Troubleshooting: Strong analytical and problem-solving skills, with the ability to diagnose complex technical issues remotely and systematically.
Communication: Fluent written and spoken English, with the ability to communicate technical information clearly to both technical and non-technical clients.
Ownership: Demonstrated ability to independently manage complex issues through to resolution with limited supervision.
Remote work readiness: Comfortable working independently in a fully remote environment and managing a high-volume support workload.
Equipment: Ability to provide your own laptop, monitors, keyboard, mouse, dedicated workstation, and stable internet connection.
Schedule: Availability to work according to North American business hours, as agreed for the engagement.
Benefits
Monthly compensation: USD $2,041.67 per month.
Fully remote: Work remotely from Brazil as part of a distributed Latin American team.
Technical impact: Opportunity to work on advanced VoIP, SIP, PBX, and network troubleshooting challenges.
Professional development: Exposure to multi-site telephony environments, complex technical incidents, and scalable support practices.
Knowledge sharing: Opportunity to contribute to internal technical documentation and improve team-wide troubleshooting capabilities.
Contract position: Flexible remote contractor engagement aligned with North American business hours.
How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether?
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