Voip Network Support Engineer

[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 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.

**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
- Manage and prioritize tickets through our help desk system
- Escalate complex problems with proper documentation
- Update knowledge base articles and internal processes

**Table Stakes**:

- **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. Aut