Position Overview

As a Jr. Systems Administrator / Voice Engineer, you will be responsible for supporting, monitoring, maintaining, and troubleshooting hospitality VoIP and infrastructure systems across customer environments.

This role focuses on supporting VoIP, SIP, Linux, networking, and FreePBX-based systems while assisting internal teams and customers with technical issues, escalations, deployments, and system maintenance. Daily responsibilities include troubleshooting voice and network-related issues, monitoring infrastructure health, performing updates and maintenance, and maintaining accurate technical documentation.

The ideal candidate is technically driven, detail-oriented, and comfortable working in a fast-paced remote support environment while collaborating with both internal teams and customer IT staff.

Key Responsibilities

Voice & Infrastructure Management

Configure, maintain, and support VoIP and PBX systems in hospitality environments
Assist with deployment, provisioning, and ongoing maintenance of customer systems
Monitor voice services, infrastructure alarms, system health, and network performance
Perform routine maintenance, OS updates, patches, and system checks on deployed systems

Support & Troubleshooting

Troubleshoot SIP, VoIP, networking, and infrastructure-related issues
Support internal Tier 1 and Tier 2 teams with escalated technical issues
Analyze logs, packet captures, and monitoring tools to identify and resolve issues
Utilize tools such as Wireshark, VoIP Monitor, and Linux utilities for troubleshooting

Collaboration & Customer Engagement

Work closely with hotel IT teams, vendors, and internal staff to implement and support solutions
Communicate technical information clearly to both technical and non-technical stakeholders
Participate in remote troubleshooting sessions and technical meetings
Maintain professionalism during customer interactions and support escalations

Documentation & Process Development

Create and maintain technical documentation related to deployments, configurations, and troubleshooting procedures
Develop Wiki-based knowledge base articles and technical standards
Assist with improving operational procedures and technical workflows

Required Qualifications

Strong English communication skills — both written and verbal Ability to clearly explain technical concepts in a concise and professional manner
Prior experience working with VoIP, SIP, or PBX technologies
Strong understanding of SIP and telephony systems including PBXs, call routing, and voice infrastructure
Experience troubleshooting voice and networking issues using tools such as Wireshark and VoIP Monitor
Strong technical aptitude in Linux systems and command-line environments
Familiarity with FreePBX environments and VoIP system administration
Understanding of networking fundamentals including TCP/IP, VLANs, routing, switching, NAT, and firewall concepts
Strong understanding of the OSI (Open Systems Interconnection) model and its practical application in troubleshooting and network design
Strong analytical and problem-solving skills with excellent attention to detail
Ability to work independently while remaining highly collaborative within a remote team environment
Ability to manage priorities and adapt in a fast-paced operational environment
Professionalism, accountability, integrity, and strong ownership mentality

A Plus to Have

Degree in Computer Science, Information Technology, Telecommunications, or a related field is desirable but not mandatory
Experience with hospitality technology environments or hotel IT systems
Familiarity with scripting or automation tools such as Bash or Python
Experience with virtualization platforms, VPN technologies, and monitoring systems
Familiarity with Linux server administration and system hardening
Experience working with ticketing systems and remote support platforms
Network+ and/or Cisco Systems CCNA certifications are highly desirable
Experience with FreePBX software applications and Sangoma-based solutions

Working hours

All hours are in USA Eastern Standard Time

One of these staggered shifts, as needed and determined by the Support Team lead. All efforts will be made to accommodate and to keep the schedule as consistent as possible.

Monday to Friday, 8:00 AM - 5:00 PM or 9:00 AM - 6:00 PM

- 2 small 15-minute breaks per shift
- 1 Lunch break of 1 hour per shift

Working Environment and Personal Presentation

Candidates are expected to maintain a professional remote working environment and workstation suitable for customer-facing technical support operations.

Workstation Requirements

Candidates must have a desktop or laptop computer in good working condition capable of running required company software, including:

OpenVPN and/or WireGuard VPN software
VMware Carbon Black antivirus
Hubstaff HR/time tracking software
Google Chrome Browser
Sangoma Softphone and other VoIP softphone applications

Equipment Requirements

Good quality USB headset with noise-cancelling microphone
Good quality webcam (camera-on participation is mandatory during meetings)
Second monitor required

Work Environment Expectations

Clean, organized, and professional workspace
Quiet environment free from excessive background noise
No recurring disturbances from traffic, family members, televisions, music, pets, or outdoor noise
Reliable power backup during outages is highly preferred

Technical Requirements

Reliable desktop or laptop computer (Windows 10 or higher preferred)
Minimum 8GB RAM
Stable fiber internet connection with minimum 20Mbps download and 20Mbps upload speeds
WiFi, mobile hotspots, LTE, or shared wireless connections are not accepted as primary internet connections

Professional Presentation

As this is a customer-facing role at times, candidates are expected to maintain a professional appearance and presentation during meetings and customer interactions.

Required Before the Interview

Please provide the following prior to your interview:

Computer Specifications

Processor (CPU)
Installed RAM
Operating System

Internet Speed Test

Run a speed test using:
Speedtest by Ookla
Fast.com

Please submit a screenshot showing:

Download speed
Upload speed
Ping/Latency

IMPORTANT: READ this before the interviewLink and answer the questionsHere

Core Values

GrayMatter Networks prides itself on adhering to our core values, no matter if we are interacting with customers, with each other, or with vendors. Every person and entity that comes into contact with the GrayMatter team must embrace and put these values into practice.http://graymatternetworks.com/corevalues

About GrayMatter Networks

GrayMatter Networks is a leading innovator in hospitality communication systems, specializing in advanced VoIP and hotel technology solutions. Our flagship platform, BrainBox, delivers powerful, reliable, and flexible communication systems designed specifically for the hospitality industry. We are passionate about providing technology that exceeds expectations while upholding our core values of ownership, integrity, loyalty, and exceptional customer service.

We are seeking motivated, tech-savvy individuals who thrive in fast-paced environments and enjoy solving problems while helping customers succeed.

FGC+ remote jobs

Jr. Systems Administrator/Voice Engineer