Network VoIP Support Engineer; Remote - LATAM

Puesto: Network VoIP Support Engineer (Remote - LATAM)
Description
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.

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, trace routes, 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

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.

Nice to Have
CompTIA Network+, CCNA, or VoIP-related certifications
Experience in telecom, MSP, or VoIP carrier environment

Experience with Poly, Grand stream, or cloud PBX platforms

Benefits
Why Vivant?
Growth:  Competitive salary + bonuses. We hire for impact and promote leaders.
Culture:  We value  Reliability, Product Knowledge, and Autonomy.
Impact:  Help us eliminate the frustrations of internet and phone outages for good.

Schedule:

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

Compensation:
Monthly Base Salary:  $1,500 – $2,500 USD.
Determining Factors:  Final offer depends on technical expertise, years of relevant experience, and specific skills.

Note:

This range covers base pay only; all other benefits will be discussed during the offer stage.

Join Vivant and level up your career!