Technical Support Specialist

Are you tech-savvy, organized, and detail-oriented? Join our growing team as a Tier 1 Technical Support Specialist and play a key role in setting up customized VoIP communication systems for clients in the hospitality industry.

In this role, you will be responsible for the technical “staging” and preparation of our systems. You will support our team by configuring telecom hardware, managing customer-specific settings, and ensuring that every system is fully tested and documented before it reaches the field. You’ll help bring our systems to life—tested, documented, and ready to serve.

Key Responsibilities:

System Configuration

• Technical Staging: Set up and provision customer-specific VoIP settings, including gateways, extensions, DIDs, and IP phone registration.
• Logic Programming: Configure complex call flows, including call routing, voicemail-to-email, auto-attendants, and time-based conditions.
• SOP Compliance: Strictly follow installation Standard Operating Procedures (SOPs) and specific customer preferences to ensure 100% accuracy in system setup.

Testing & Quality Assurance

• End-to-End Validation: Conduct rigorous testing of all configured components (inbound/outbound calling, transfer logic, and audio quality) prior to deployment.
• Issue Resolution: Identify, troubleshoot, and resolve configuration errors in coordination with the senior technical team to ensure a “plug-and-play” experience for the client.

Documentation & Reporting

• Records Management: Maintain organized and detailed records of each system configuration and support interaction.
• Accountability: Complete mandatory setup checklists and provide clear, professional documentation of setup phases and any custom requirements unique to the client.

Qualifications:

• Experience with PBX Systems: Hands-on experience configuring and managing PBX systems (e.g., Asterisk, FreePBX, 3CX, or similar VoIP platforms) is strongly preferred.
• Technical Skills: Solid familiarity with VoIP technologies, extensions, DIDs, and related telecom settings.
• Attention to Detail: Ability to input data accurately and check complex configurations for total completeness and accuracy.
• Problem-Solving Skills: A logical approach to troubleshooting basic VoIP and PBX-related connectivity or logic issues.
• Communication Skills: Clear and concise verbal and written communication skills to relay technical information to field teams and customers.
• Organization: Strong organizational skills to manage multiple client configurations simultaneously and track setup progress against deadlines.

Equipment and Workspace Requirements

To ensure optimal performance and reliability, candidates must meet the following technical and environmental specifications:

• Computing Hardware: A reliable desktop or laptop running Windows 10 or newer, equipped with a minimum of an Intel i5 / AMD Ryzen 5 processor and 8GB of RAM.
• Internet Connection: A dedicated Fibre optic connection is mandatory, providing a minimum speed of 20 Mbps synchronous (upload and download) and a latency below 250 milliseconds. Wi-Fi and LTE connections are strictly prohibited.
• Workspace: A quiet, dedicated professional workspace is required.
• Peripherals: Must possess a high-quality noise-cancelling USB headset and a second monitor for enhanced workflow efficiency.
• Power Reliability: Must have a reliable backup power source to maintain

Working hours (Changed if needed)

• Monday to Friday, 9:00 AM – 6:00 PM (Eastern Standard Time)
  • 2 small 15-minute breaks per shift
  • 1 Lunch break of 1 hour per shift

Compensation: Competitive salary based on experience and qualifications.

To apply, and demonstrate your commitment to a sustained role with the company, please forward your CV/résumé to jobs@graymatternetworks.com.