On-Site It Support Specialist - Hardware, Apps & Security

YO AI Labs; Municipio de Rincón de los Sauces; Remote; ARS 139,364,000 - 201,304,000; Full time

Job summary

YO AI Labs seeks a Sr. Support Specialist, Phones, for a 100% remote contract role supporting multi-site clients with VoIP and PBX expertise.

You will diagnose complex SIP/VoIP issues, configure PBX call flows, and guide clients through resolutions while maintaining SLA and clear communication. The position requires 2–4 years of experience, strong English writing, and the ability to work North American business hours from Latin America.

Qualifications

• 2–4 years of experience in technical VoIP/PBX support.
• Solid knowledge of SIP, RTP/RTCP, PBX routing, codec issues, and VoIP failure modes.
• Fundamental networking knowledge including subnets, VLANs, QoS, and packet capture analysis.

Responsibilities

• Diagnose and resolve SIP/VoIP connectivity issues across client tickets.
• Administer and troubleshoot PBX systems at call-flow and trunk level.
• Remotely diagnose network issues and guide non-technical staff to resolutions.
• Provision and configure IP phones for client accounts.
• Manage and resolve client tickets daily with clear written communication.
• Document recurring issues and solutions for the knowledge base.

Skills

VoIP support

PBX

SIP

RTP/RTCP

Networking basics

Packet capture

IP phone provisioning

English communication

Tools

Wireshark

Job description

Hoy

About this Role

This contractor will join the Phones Support team to handle complex technical issues related to VoIP, SIP, and PBX systems for multi-site clients. The role exists to strengthen the team’s capacity on advanced troubleshooting, reduce escalation volume, and improve first-contact resolution on network and call-quality problems. The contractor will work tickets daily, support remote diagnostics, and help document solutions so the wider team can scale more effectively.

This is a 100% remote contract position, based in Latin America (including Central America), with availability aligned to North American business hours, as agreed per engagement.

Fluency in English (both written and spoken) is required for this role.

Contractors must provide their own equipment (laptop, monitors, keyboard, mouse, etc.), stable internet connectivity, and dedicated workstations.

Sr. Support Specialist, Phones - Contract

Tasks

• Diagnose and resolve SIP/VoIP connectivity issues, including NAT traversal, SDP mismatches, one-way audio, and packet loss, across 15+ client tickets per day
• Administer and troubleshoot PBX systems at the call-flow and trunk-configuration level, not just individual device settings
• Remotely diagnose network-level issues at client sites, including router/firewall checks, and guide non-technical client staff through resolution steps via phone or screen share
• Provision and configure IP phones (Yealink, Grandstream, Polycom-class devices) for new and existing client accounts
• Manage and resolve client-facing tickets in the ticketing system daily, maintaining SLA adherence and clear written communication throughout
• Document recurring technical issues and solutions in the internal knowledge base for team-wide use

Requirements

• 2-4 years of experience in technical VoIP/PBX support, with demonstrated experience on multi-site or enterprise-scale PBX deployments
• Solid working knowledge of SIP protocol, RTP/RTCP, PBX call routing/configuration, codec-related call quality issues, and common VoIP failure modes
• Working knowledge of networking fundamentals: subnetting/VLANs, QoS configuration, and packet capture analysis (Wireshark or equivalent)
• Hands‑on experience provisioning and configuring IP phones across multiple hardware vendors
• Strong written English communication for client-facing