Sr. Support Specialist, Phones

📋 Description

• Troubleshoot VoIP and SIP issues across client environments.
• Support PBX environments at call-flow and trunk-config levels.
• Perform network diagnostics and guide clients through resolution by phone or screen share.
• Configure IP phones from Yealink, Grandstream, Polycom and similar.
• Manage high-volume tickets while meeting SLAs and maintaining records.
• Provide remote technical support with structured diagnostics and clear recommendations.

🎯 Requirements

• Technical experience: 2–4 years in VoIP/PBX support in multi-site/enterprise environments.
• VoIP expertise: SIP, RTP/RTCP, PBX routing, codecs, call-quality issues.
• Networking: subnetting, VLANs, QoS, troubleshooting, Wireshark or similar tools.
• Telephony hardware: provisioning/configuring IP phones from multiple vendors.
• Troubleshooting: strong analytical/problem-solving skills for remote issues.
• Communication: fluent written and spoken English with ability to explain technical info clearly.

🎁 Benefits

• Fully remote: work remotely from Brazil as part of distributed team.
• Technical impact: work on advanced VoIP, SIP, and network troubleshooting challenges.
• Professional development: exposure to multi-site telephony environments and complex incidents.
• Knowledge sharing: contribute to internal documentation and team-wide troubleshooting.
• Contract position: remote contractor engagement aligned with North American hours.