IT Support Specialist - VoIP & UCaaS

We are looking for a skilled and motivated Senior VoIP Support Technician to join our team and help support our growing client base. This role is ideal for someone who thrives in a fast-paced environment, enjoys solving complex technical challenges, and wants opportunities for continued growth. The primary responsibility of this position is to deliver advanced technical support for our VoIP services, including system troubleshooting, firewall diagnostics, and packet capture analysis. Responsibilities • Provide technical support for issues related to VoIP systems and services. • Troubleshoot and diagnose problems using established tools, techniques, and questions. • Maintain and support VoIP platforms, software, and related technologies. • Work with customers to identify and resolve VoIP-related firewall or connectivity issues. • Perform packet captures and analyze network traffic to assist in identifying root causes. • Document support cases, updates, and resolutions in an organized manner. • Recommend and assist with implementing effective technical solutions across the organization. • Participate in on-call rotations for after-hours or urgent support needs. Qualifications • Training or experience in Computer Science, Information Systems, or a similar technical field, or equivalent hands-on experience. • 3–5 years of VoIP support experience, including packet analysis and firewall troubleshooting. • Strong understanding of networking protocols (e.g., IPSEC, HSRP, BGP, OSPF, 802.11, QoS). • Solid knowledge of the OSI and/or TCP/IP models. • Proven ability to diagnose and resolve VoIP-related issues. • Strong attention to detail and ability to produce clear documentation. • Capable of managing multiple tasks and seeing projects through to completion. • Excellent communication and customer-service skills. Preferred • Certifications such as CCNA, CCNP, or similar. • Experience working directly with customers in a support or technical role. Work Environment • Remote Position Additional Information We are an equal opportunity employer and welcome applicants from all backgrounds. We are not able to provide visa sponsorship for this role. This description outlines the core responsibilities of the position; additional duties may be assigned as needed. Job Type: Full-time Pay: $55,000.00 - $60,000.00 per year Benefits: • Dental insurance • Health insurance • Paid time off • Vision insurance Work Location: Remote Apply tot his job