Senior IT Support Specialist (Zscaler, VOIP) – 100% Remote

We are hiring a Senior IT Support Specialist to manage secure access platforms, enterprise VoIP systems, and core IT operations for a global, remote-first organization.
This role is ideal for an experienced IT professional who excels at solving complex technical issues, ensuring network reliability, and working with security-focused enterprise tools such as Zscaler, RingCentral/TalkDesk/Twilio, Intune, Microsoft 365, Google Workspace, AWS, and more.

You will serve as a key technical resource supporting Zscaler (ZIA/ZPA/ZCC), voice/communications systems, and internal IT infrastructure while collaborating closely with Tier-3 engineers and security teams.

This is a full-time, permanent work-from-home position with strong career advancement potential and certification support.

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What You Will Do

Secure Access & Network (Zscaler)

• Administer and support Zscaler Internet Access (ZIA), Zscaler Private Access (ZPA), and Zscaler Client Connector (ZCC).

• Review routing behavior, policy rules, SSL inspection, and diagnostics through the Zscaler admin portal.

• Analyze logs, troubleshoot connectivity or performance issues, and optimize configurations for security and efficiency.

• Manage authentication rules, user profiles, certificates, and zero-trust access policies.

• Coordinate with Zscaler TAC for advanced troubleshooting.

Voice and Communication Systems

• Administer and support enterprise VoIP/UC platforms such as RingCentral, TalkDesk, or Twilio.

• Troubleshoot SIP, RTP, NAT/SBC, codec, QoS, IVR, and call-quality issues.

• Maintain and develop integrations with CRM and ticketing systems for call logging and analytics.

• Improve monitoring, reliability, reporting, and documentation for voice systems.

Systems and IT Operations

• Serve as Tier-2 escalation for Windows, macOS, SaaS, and network incidents.

• Support endpoint management platforms including Intune, Autopilot, Jamf, NinjaOne, and SentinelOne.

• Administer Google Workspace, Microsoft 365, and email technologies such as SPF, DKIM, DMARC, and mail flow rules.

• Support internal monitoring tools such as Zabbix (or similar).

• Assist with internal AWS operations as needed.

• Maintain runbooks, SOPs, and knowledge base documentation.

Collaboration and Documentation

• Partner with Security, Operations, and Engineering teams to ensure compliance and maintain secure access controls.

• Produce clear, comprehensive documentation, processes, and troubleshooting guides.

• Coordinate with vendors and Tier-3 engineers for complex issue resolution.

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Qualifications

• At least 5 years of experience in IT systems administration or network support (Tier-2 or higher).

• Hands-on experience with Zscaler platforms (ZIA, ZPA, ZCC) including policy management, SSL inspection, log analysis, and troubleshooting.

• Experience with enterprise voice/UC systems such as RingCentral, TalkDesk, Twilio, or similar.

• Solid understanding of networking fundamentals such as DNS, VPN, routing, SSL/TLS, certificates, proxies, and NAT/SBC.

• Experience with endpoint/device management tools: Intune, Autopilot, Jamf, NinjaOne, SentinelOne, 1Password Enterprise.

• Experience with Google Workspace or Microsoft 365 administration.

• Strong troubleshooting, documentation, and communication skills.

• Ability to collaborate with global teams and escalate effectively when needed.

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What We Offer

• 100% remote, permanent work-from-home role.

• Flexible working hours.

• Competitive compensation aligned with PH senior-level IT market rates.

• Professional development and certification support (Zscaler, Microsoft, AWS, etc.).

• Opportunity to work with advanced, enterprise-level access, security, and communications systems.

• Collaborative and supportive global technical environment.

 

About Bold Business:

Bold Business is a US-based global business process outsourcing (BPO) firm with over 25 years of experience and $7B+ in client engagements. We help fast-growing companies scale through smart talent strategies, automation, and technology-driven solutions.

Bold Business recruiters always use a “@boldbusiness.com” email address and/or from our Applicant Tracking System, Greenhouse. Any variation of this email domain should be considered suspicious. Additionally, Bold Business recruiters and authorized representatives will never request sensitive information in email or via text.