Senior It Support & Device Management (Remote)

Encora Inc.; Municipio de Rincón de los Sauces; Remote; ARS 32,043,000 - 38,381,000; Part time

Job summary

PetDesk is seeking a Sr. Support Specialist for Phones on a contract basis. The role focuses on advanced VoIP/SIP/PBX issues for multi-site clients, with remote work from LATAM and NA-friendly hours.

Strong English skills are required, and contractors provide their own equipment and set up a dedicated workspace. Responsibilities include diagnosing complex SIP/VoIP problems, configuring PBX trunks, remotely guiding clients, provisioning IP phones, maintaining SLAs, and updating the knowledge base

Qualifications

• 2-4 years of experience in technical VoIP/PBX support.
• 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 correspondence
• Demonstrated ownership – able to see a complex technical issue through to full resolution without heavy oversight

Responsibilities

• 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

Skills

VoIP support

PBX deployments

SIP protocol

Networking basics

IP phone provisioning

English communication

Ownership mindset

Wireshark

Job description

Sr. Support Specialist, Phones - Contract

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.

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 correspondence
• Demonstrated ownership – able to see a complex technical issue through to full resolution without heavy oversight

About the Employer

PetDesk offers an ecosystem of top‑tier client engagement solutions for the pet healthcare and services communities, enhancing communication, service quality, and client retention. With its cutting‑edge solutions, we support more than 10,000 veterinary clinics and over 400 grooming facilities, and serve over 20 million pet parents worldwide.

Compensation

$2,041.67 - $2,041.67 a month

EEO Statement

EEO Minorities/Females/Protected Veterans/Disabled