Remote Tier 1 VoIP & Hospitality Support Pro

Focusinc Group Corp.; Metro Manila; On-site; PHP 300,000 - 420,000; Full time

Job summary

GrayMatter Networks is seeking a Tier 1 – VoIP & Hospitality Support Specialist to provide frontline support for hospitality technology solutions. You will handle tickets, troubleshoot VoIP and networking issues, and communicate with customers to ensure timely resolutions.

The role emphasizes remote support, documentation, and collaboration with internal teams to improve processes and customer experience. Prior experience in telecom or hotel tech is valued.

Qualifications

• Strong English communication skills (written and verbal).
• 2+ years in technical support, help desk, NOC, or customer support.
• Experience in telecom, VoIP, networking, or hospitality tech environments.
• Strong troubleshooting and problem-solving abilities with attention to detail.
• Familiarity with VoIP tech, SIP, networking basics, and remote troubleshooting.
• Ability to triage, prioritize, and manage multiple tickets.

Responsibilities

• Serve as initial contact for customers via phone, email, ticketing system, or chat.
• Answer calls professionally and promptly, adhering to SLAs.
• Monitor systems for faults and health of customer equipment and infrastructure.
• Troubleshoot VoIP, networking, and hospitality tech issues remotely.
• Document all interactions, steps, and resolutions clearly.
• Escalate complex issues to higher-tier support as needed.
• Maintain communication with customers throughout ticket lifecycle.
• Create and update knowledge base and training materials.

Skills

English communication

Technical support

VoIP networking

Troubleshooting

Documentation

Remote troubleshooting

Sangoma FreePBX Essentials

Education

Bachelor’s degree in CS/IT/Telecom (desirable)

Tools

FreePBX

Wireshark

Linux command line

Cisco CCNA (desirable)

Job description

GrayMatter Networks is seeking a Tier 1 – VoIP & Hospitality Support Specialist to provide frontline support for hospitality technology solutions. You will handle tickets, troubleshoot VoIP and networking issues, and communicate with customers to ensure timely resolutions.

The role emphasizes remote support, documentation, and collaboration with internal teams to improve processes and customer experience. Prior experience in telecom or hotel tech is valued.