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.
Job DescriptionAs 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).
Skills Required
- 1-3 years of technical support experience, ideally in VoIP or telecommunications
- Configure and provision VoIP phones (Poly, Yealink, Cisco)
- Working knowledge of SIP protocols and hosted PBX systems
- Experience with UCaaS platforms (Broadsoft, Metaswitch, or similar)
- Understanding of DHCP, VLANs, NAT and firewall configuration
- Provide tier-1 and tier-2 support via phone, email, and ticketing systems
- Fluent English (written and verbal) and able to work PST hours; based in Mexico
- Strong verbal and written communication and documentation skills
- Ability to monitor system performance and diagnose call quality/connectivity issues
- Experience supporting system setups, cutovers and number porting/onboarding
- Occasional travel to customer sites for large deployments or escalations (if local)
What We Do
IT Management Corporation dba ITM.CX is an Inc. 5000 company founded in 2009, providing next-generation IT solutions with a focus on sustainability, network transformation, and business alignment. As a highly qualified and professional voice and data network consulting and service organization, we carefully select our clients to ensure our services align perfectly with their unique needs. Each client benefits from a dedicated Account Engineer who manages or co-manages projects, ensuring continuity and a deep understanding of each account’s business processes, users, and information systems. This personalized approach allows us to anticipate future needs and recommend enhancements that drive long-term success. As a leader in network solutions and cloud telephony services nationwide, IT Management Corporation has earned a reputation for exceptional customer service and deep technological expertise across industries. In today’s fast-paced world, network communication is essential for the productivity and growth of businesses and government institutions alike. For reliable, innovative, and cost-effective IT solutions, organizations turn to IT Management Corporation to stay ahead in a constantly evolving technological landscape.
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