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# IT Management Corp. dba 101 VOICE

- **Company:** It Management
- **Location:** San Jose, CA, United States (Remote available)
- **Experience:** Starter
- **Contract:** Permanent contract
- **Skills:** VoIP, Dynamic Host Configuration Protocol, Network Address Translation, Firmware, Monitoring of Systems, Issue Tracking Systems, Networking Basics, Virtual Local Area Networks, Internet Protocol Telephony, Firewall Services Module, Cisco
- **Published:** August 9, 2026
- **Apply:** https://www.dice.com/job-detail/d12ed4ca-f4ea-4027-9621-c0dcb17066b5

## About the Role

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)., * 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

Additional Information

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).

## Description

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., * 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)


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