Network VoIP Support Engineer
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Vivant is on a mission to eliminate business downtime. We guarantee 100% uptime for SMBs, and we’re looking for a Level 1-2 Support Engineers to help us deliver on that promise.
Essential Criteria
Not Desktop Support: If your background is primarily hardware repair or general IT helpdesk, please do not apply.
VoIP Expert: You must have hands-on experience with SIP trunks, PBX systems, and network routing.
English Only: Supporting U.
S. customers; English fluency is required. Resumes must be in English.
Yourdaytodaylifeasa Support Engineer:
AnswerincomingclientcallsrelatedtoVoIP,internet,orWIFIissues
Workticketsinvolvingcallquality,droppedcalls,networkdrops,orroutingproblems
Rundiagnostics(SIPtraces,pings,traceroutes,MOSscorereview,packetlosschecks)
AssistwithPBXprovisioning,phoneregistration,andsoftphonesetup
Prioritizeoutages(phonesdown,internetdown,WiFidown)
Documenteverystepclearlyandcommunicatestatusupdatesprofessionally
Escalateadvancedissuestoseniortelecomengineerswhenappropriate
MaintainticketSLAswithclear,fastresponsetimes
KeyResponsibilities:
First-levelsupportforVoIP,networking,andconnectivityissues
TroubleshootSIP,callquality,latency,jitter,andregistrationfailures
Performbasicnetworktroubleshooting(TCP/IP,DNS,DHCP,routingbasics)
TroubleshootWiFidrops,accesspointconnectivity,andcabling-relatedissues
Provisionphones,extensions,voicemail,callflows,andSIPtrunkconfigs
Manageandprioritizeticketsthroughourhelpdesksystem
Escalatecomplexproblemswithproperdocumentation
Updateknowledgebasearticlesandinternalprocesses
Minimum
Requirements:
2+ years of VoIP or Network Support experience.
Strong understanding of TCP/IP, DNS, DHCP, and NAT.
Practical expertise with:
SIP, PBX systems, and SIP trunks.
Routers, switches, and WiFi troubleshooting.
Experience with ticketing systems and remote customer rapport.
Ability to communicate technical information clearly and simply to non-technical users.
A driven and proactive mindset paired with a passion for continuous learning and making a meaningful impact on our company’s success.
Solid understanding of key VoIP metrics such as MOS score, latency, jitter, and packet loss.
NicetoHave
CompTIANetwork+,CCNA,orVoIP-relatedcertifications
Experienceintelecom,MSP,orVoIPcarrierenvironment
ExperiencewithPoly,Grandstream,orcloudPBXplatforms
Schedule WorkhoursalignedwiththeU.
S.
Centraltimezonebetween8am-5pmM-F
Compensation & Growth Competitive base salary (based on experience)
Performance and recognition bonuses
Clear path to career advancement and leadership opportunities
Work in a fast-growing, performance-driven environment
Why Join Vivant? High-impact role with real earning potential
Opportunities to grow as the company scales
Leadership opportunities for top performers
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