Sr. Support Specialist, Phones
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PetDeskCustomer Support
Mexico / Argentina / Brazil / Chile / Colombia / El Salvador / Guatemala / Honduras / Uruguay, North American business hoursContractSenior
Salary2,041.67 USD per month
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Job Details
- Languages
- Fluency in English (both written and spoken)
- Experience
- 2-4 years of experience in technical VoIP/PBX support
- Required Skills
- NetworkingTechnical support
Requirements
- 2-4 years of experience in technical VoIP/PBX support.
- Experience with multi-site or enterprise-scale PBX deployments.
- Solid working knowledge of SIP protocol, RTP/RTCP, PBX call routing, and codec-related issues.
- Working knowledge of networking fundamentals: subnetting/VLANs, QoS configuration, and packet capture analysis.
- Hands-on experience with Wireshark or equivalent packet capture tools.
- Experience provisioning and configuring IP phones (Yealink, Grandstream, Polycom).
- Strong written English communication skills.
- Ability to work independently with minimal oversight.
- Must provide own equipment and stable internet connectivity.
Responsibilities
- Diagnose and resolve SIP/VoIP connectivity issues, including NAT traversal, SDP mismatches, one-way audio, and packet loss.
- Administer and troubleshoot PBX systems at the call-flow and trunk-configuration level.
- Remotely diagnose network-level issues at client sites including router/firewall checks.
- Guide non-technical client staff through resolution steps via phone or screen share.
- Provision and configure IP phones for new and existing client accounts.
- Manage and resolve client-facing tickets daily while maintaining SLA adherence.
- Document recurring technical issues and solutions in the internal knowledge base.
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