Network VoIP Support Engineer - US Telco Exp (Not Desktop Support)

Job Description

We are seeking an experienced VoIP & Network Technician who can handle escalations, advanced troubleshooting, and deeper network analysis in a fast-paced telecom environment. This role requires strong knowledge of SIP protocols, PBX systems, routing, switching, and network performance diagnostics.

This is NOT a desktop support or general IT helpdesk.

Not a Fit If Your Experience Is

Desktop or Microsoft support Basic IT troubleshooting
No VoIP or network diagnostic experience Only Tier 1 helpdesk with no escalation experience

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.

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:
As a Network and VoIP Support Engineer, you are the first-line technical support for our clients. This role is responsible for proactively diagnosing and resolving common issues, and ensuring a positive customer experience through clear communication and methodical troubleshooting.

Stand out from the crowd. Hear it straight from our CEO & Founder! >>> https://youtu.be/lvLZ_RP6pdE?si=N5T7T7efpOJCXprC

What You’ll Do:

• Resolve escalated VoIP issues: SIP registration failures, unidirectional audio, NAT traversal, codec mismatches
• Diagnose advanced network problems: packet loss, throughput issues, VLAN misconfigurations, routing loops
• Analyze call flow and SIP messaging (INVITE, ACK, BYE, 200 OK, 180/183)
• Perform deep-dive troubleshooting using packet captures (Wireshark or similar)
• Configure and optimize routers, firewalls, VLANs, and QoS for VoIP
• Assist with PBX configuration: call routing, IVRs, ring groups, failover routes
• Support SIP trunk provisioning and registration
• Document root cause analysis and corrective actions
• Mentor or share and help improve internal processes
• Participate in after-hours escalations (as needed)

Requirements

Minimum Requirements

• 2+ years telecom, MSP, or VoIP support experience
• Moderate to Advanced understanding of:

– SIP signaling, RTP streams, codecs
– NAT, firewall rules, port forwarding
– QoS, VLANs, tagging, routing protocols

• Ability to read and interpret packet captures

• Experience configuring routers, switches, and VoIP hardware
• Strong PBX experience (cloud or on-prem): call routing, IVRs, time frames, dial plans
• Strong analytical skills and ability to lead root cause investigations

Nice to Have

• CCNA, CCNP, CompTIA Network+, or VoIP-specific certs
• Experience with Grandstream, Yealink, Poly, Cisco, Mikrotik, or Ubiquiti
• Cloud PBX platform experience (FreePBX, 3CX, Broadsoft, Metaswitch, etc.)

Benefits

• Service Incentive Leaves
• Company Events
• Healthcare Plans
• Paid Training 
• Opportunities for Promotion
• Holiday Cash Gift 
• Recognition and Reward
• Referral Program
• Retirement Plan

Schedule: 

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

Location and Work Set-up: Remote - India and /or Pakistan

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).