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.