Job Description

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.

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 interview Link and answer the questions Here

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