Sr. Support Specialist, Phones - Contract

Este contrato se integrará al equipo de Soporte de Telefónia para atender problemas técnicos complejos relacionados con VoIP, SIP y sistemas PBX para clientes de múltiples sitios. El rol tiene como objetivo reforzar la capacidad del equipo en la resolución avanzada, reducir el volumen de escalaciones y mejorar la resolución en la primera intervención de los problemas de red y calidad de llamada. El contratista manejará tickets diarios, brindará soporte a la diagnostica remota y ayudará a documentar soluciones para que el equipo pueda escalar más eficazmente.

Esta posición es 100% remota, con base en América Latina (incluido Centroamérica), con disponibilidad alineada a las horas de trabajo norteamericanas, según lo acordado por el contrato.

Se requiere fluidez en inglés (tanto escrito como hablado) para esta posición. Para aplicar a este puesto, por favor envíe su currículum en inglés destacando sus cualificaciones.

Los contratistas deben proporcionar su propio equipo (portátil, monitores, teclado, ratón, etc.), conectividad a Internet sólido y estaciones de trabajo dedicadas.

About this Role:

- 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

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.

Please, no external recruiters—candidate profiles submitted from external recruiting agencies will not be considered.

$2,041.67 - $2,041.67 a month

Compensation details:

📌 Network Support Analyst – Remote, Cisco (Neuquén)
🏢 Accenture Argentina
📍 Neuquén