Technical Support Specialist – VoIP & UCaaS

IT 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. Learn more at ITMC.net. As 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). What You'll Do Configure and program VoIP phones (Poly, Yealink, Cisco, and others) for customer deployment Troubleshoot customer issues on the 101VOICE UCaaS platform — softphones, voicemail, call flows, auto-attendants, and more Support system setups, cutovers, number porting, and new client onboarding Provide tier-1 and tier-2 technical support via phone, email, and ticketing system Monitor system performance and help diagnose issues related to connectivity, call quality, and configuration Document customer interactions, configurations, and resolutions clearly and consistently Train customers on phone usage and portal features Partner with NOC and engineering teams on escalations and service improvements Maintain and update device firmware, templates, and configurations Travel occasionally to customer sites for large deployments or escalations (if local) 1–3 years of experience in technical support, ideally in VoIP or telecommunications Working knowledge of SIP protocols, VoIP phone provisioning, and hosted PBX systems Experience with UCaaS platforms (Broadsoft, Metaswitch, or similar) Solid troubleshooting skills paired with a customer-first mindset Understanding of DHCP, VLANs, NAT/firewall configuration, and general networking basics Comfort managing multiple tickets and projects in a fast-paced environment Strong verbal and written communication skills A detail-oriented, organized approach with strong documentation habits 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).