Technical Support Specialist

Technical Support Specialist – VoIP & UCaaSIT Management Corporation (ITMC) is a leading technology solutions provider specializing in networking, communications, cloud, cybersecurity, and managed services. Since 2009, we have helped organizations modernize their technology environments through innovative solutions, strategic partnerships, and exceptional customer service.Our customers rely on us to design, implement, and support technology solutions that improve reliability, security, and operational efficiency. We proudly serve organizations across the public and private sectors, with a strong focus on State, Local Government, and Education (SLED) customers.Job DescriptionAs a Technical Support Specialist at 101VOICE, you'll be at the front line of our UCaaS platform — provisioning and programming VoIP phones, troubleshooting customer issues, and helping ensure every deployment goes smoothly. You'll work closely with our onboarding, engineering, and support teams to deliver a great experience for clients from initial setup through ongoing support.This is a fully remote role based in Mexico, and we're looking for candidates who are fluent in English (written and verbal) and able to work hours compliant with PST (California).Configure and program VoIP phones (Poly, Yealink, Cisco, and others) for customer deploymentTroubleshoot customer issues on the 101VOICE UCaaS platform — softphones, voicemail, call flows, auto-attendants, and moreSupport system setups, cutovers, number porting, and new client onboardingProvide tier-1 and tier-2 technical support via phone, email, and ticketing systemMonitor system performance and help diagnose issues related to connectivity, call quality, and configurationDocument customer interactions, configurations, and resolutions clearly and consistentlyTrain customers on phone usage and portal featuresPartner with NOC and engineering teams on escalations and service improvementsMaintain and update device firmware, templates, and configurationsTravel occasionally to customer sites for large deployments or escalations (if local)Qualifications1–3 years of experience in technical support, ideally in VoIP or telecommunicationsWorking knowledge of SIP protocols, VoIP phone provisioning, and hosted PBX systemsExperience with UCaaS platforms (Broadsoft, Metaswitch, or similar)Solid troubleshooting skills paired with a customer-first mindsetUnderstanding of DHCP, VLANs, NAT/firewall configuration, and general networking basicsComfort managing multiple tickets and projects in a fast-paced environmentStrong verbal and written communication skillsA detail-oriented, organized approach with strong documentation habitsThis is a fully remote role based in Mexico, and we're looking for candidates who are fluent in English (written and verbal) and able to work hours compliant with PST (California).