Senior Support Specialist, Phones – Contract

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Identify and address SIP/VoIP connectivity challenges, including NAT traversal, SDP mismatches, one-way audio, and packet loss, managing over 15 client tickets daily.

• Administer and troubleshoot PBX systems focusing on call flow and trunk configuration.

• Remotely assess network-level issues at client locations, including router and firewall evaluations.

• Assist non-technical client personnel through resolution processes via phone or screen sharing.

• Provision and set up IP phones for both new and existing client accounts.

• Oversee and resolve client-facing tickets each day while ensuring adherence to SLAs and maintaining clear written communication.

• Record recurring technical problems and solutions in the internal knowledge base.

⛳️ Requirements

• 2–4 years of experience in technical VoIP/PBX support.

• Proven background in multi-site or enterprise-level PBX implementations.

• Strong understanding of SIP protocol, RTP/RTCP, PBX call routing/configuration, codec-related call quality issues, and typical VoIP failure modes.

• Knowledgeable in subnetting/VLANs, QoS configuration, and packet capture analysis using Wireshark or similar tools.

• Practical experience in provisioning and configuring IP phones across various hardware vendors.

• Excellent written English communication skills for client-facing interactions.

• Proven ability to take ownership and resolve complex technical problems with minimal oversight.

• Proficiency in written and spoken English.

• Capability to provide personal equipment, stable internet access, and a dedicated workstation.

• Availability that aligns with North American business hours.

🏝️ Benefits

• Contractors are required to supply their own equipment (laptop, monitors, keyboard, mouse, etc.).

• Stable internet access and dedicated workstations are mandatory.

• Fully remote work arrangement.