Level 1-2 VoIP & Network Support Engineer - English Only (U.S. Clients, CST)

Job Description

[Mission] Vivant is on a mission to eliminate the frustrations of internet, phone, network, and WiFi outages for SMBs by guaranteeing 100% uptime through innovative solutions and exceptional support. We totally eliminate costly outages so the businesses can focus on what truly matters, driving growth and success.

[Core Values] At Vivant we don’t just hire for open roles—we hire for impact. If you’re exceptional at what you do and align with our core values: Reliability, Product Knowledge, Process Knowledge and Autonomy, we want to know you!

About the Role:

This is an English-only technical support role supporting U.S.-based business customers. Spanish-only experienced applicants will not be considered.

ALL RESUMES MUST BE IN ENGLISH.

This is NOT a desktop support role.

If your background is mainly desktop support, Microsoft troubleshooting, software/hardware repair, or general IT helpdesk, please do not apply.

We need candidates with hands-on experience supporting VoIP systems, SIP trunks, routers, switches, and WIFI troubleshooting.

We are hiring a Level 1-2 Help Desk Support Technician with real telecom experience — specifically in VoIP, networking, and SIP-based troubleshooting.

At Vivant, we hold ourselves to high standards of professionalism and integrity. Our core values—Reliability, Product Knowledge, Process Knowledge and Autonomy —guide how we interact with clients and approach our work.

Hear it straight from our CEO & Founder! >> https://www.youtube.com/watch?v=lvLZ_RP6pdE

Requirements

Your day to day life as a Support Engineer:

• Answer incoming client calls related to VoIP, internet, or WIFI issues
• Work tickets involving call quality, dropped calls, network drops, or routing problems
• Run diagnostics (SIP traces, pings, traceroutes, MOS score review, packet loss checks)
• Assist with PBX provisioning, phone registration, and softphone setup
• Prioritize outages (phones down, internet down, WiFi down)
• Document every step clearly and communicate status updates professionally
• Escalate advanced issues to senior telecom engineers when appropriate
• Maintain ticket SLAs with clear, fast response times

Key Responsibilities:

• First-level support for VoIP, networking, and connectivity issues
• Troubleshoot SIP, call quality, latency, jitter, and registration failures
• Perform basic network troubleshooting (TCP/IP, DNS, DHCP, routing basics)
• Troubleshoot WiFi drops, access point connectivity, and cabling-related issues
• Provision phones, extensions, voicemail, call flows, and SIP trunk configs
• Manage and prioritize tickets through our help desk system
• Escalate complex problems with proper documentation
• Update knowledge base articles and internal processes

Table Stakes:

Minimum Requirements (applications without these will be rejected)

• 2+ years of VoIP or network support experience (required)
• Direct experience with:
• SIP, PBX systems, SIP trunks
• Routers, switches, WiFi troubleshooting
• Strong verbal and written communication skills with the ability to engage and build rapport remotely.
• Can-do attitude and growth mindset—excited to hustle, build, and scale with the company.

– MOS score, latency, jitter, packet loss

• Strong understanding of:

– TCP/IP, DNS, DHCP, NAT– Basic routing/switching concepts

• Experience with help desk ticketing systems
• Ability to explain issues clearly to non-technical users
• Strong written communication — clear notes and documentation required
• Customer-first mindset and ability to stay calm under pressure

Nice to Have

• CompTIA Network+, CCNA, or VoIP-related certifications
• Experience in telecom, MSP, or VoIP carrier environment
• Experience with Poly, Grandstream, or cloud PBX platforms

Benefits

Perks & Growth Potential:

• Competitive Salary + Bonuses – The harder you work, the more you earn.
• Career Growth – As the company expands, we want you to grow with us.
• Leadership Opportunities – If you can build and manage a sales team, we’ll back you all the way.

Schedule: 

• Work hours aligned with the U.S. Central time zone between 8am - 5pm M-F

Compensation: 

• The salary range may be inclusive of several levels that would be applicable to the position. Final salary will be based on a number of factors including, level, relevant prior experience, skills, and expertise. This range is only inclusive of base salary, not benefits (more details below).

Vivant Core Values

Our core values are the heart and soul of this incredible company. Our foundational values guide how we work, serve clients, and collaborate as a team. The right person for this role will appreciate each of these values, personally subscribe to them, and understand why each is critical to having a great business.

Trustworthy

Reliable in action. Integrity at heart. We do what we say we will do, with honesty and moral courage.

Product Knowledge

Develop a strong understanding of our solutions so you can confidently support, explain, and improve them.

Process Knowledge

Master the SOPs, tools, and systems required for your role to ensure efficiency, accuracy, and collaboration.

Autonomy

Take initiative, think critically, and solve problems independently while staying aligned with company goals. Autonomy to leveraging your expertise, taking responsibility for outcomes, and exercising sound judgment.

Join Vivant and take your career to the next level!