Network VoIP Support Engineer; Remote - LATAM

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.

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.

Answerincomingclientcallsrelatedto

VoIP,internet,orWIFIissues Workticketsinvolvingcallquality,droppedcalls,networkdrops,orroutingproblems Rundiagnostics(SIPtraces,pings,trace routes,MOSscorereview,packetlosschecks) AssistwithPBXprovisioning,phoneregistration,andsoftphonesetup Prioritizeoutages(phonesdown,internetdown,WiFidown) Documenteverystepclearlyandcommunicatestatusupdatesprofessionally Escalateadvancedissuestoseniortelecomengineerswhenappropriate MaintainticketSLAswithclear,fastresponsetimes

First-levelsupportfor

VoIP,networking,andconnectivityissues TroubleshootSIP,call quality,latency,jitter,andregistrationfailures Performbasicnetworktroubleshooting(TCP/IP,DNS,DHCP,routingbasics) Troubleshoot Wi Fidrops ,accesspointconnectivity,and cabling-related issues Provisionphones,extensions,voicemail,callflows,andSIPtrunkconfigs Manageandprioritizeticketsthroughourhelpdesksystem Escalatecomplexproblemswithproperdocumentation Updateknowledgebasearticlesandinternalprocesses

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.

CompTIANetwork+,CCNA,orVoIP-related certifications Experienceintelecom,MSP,orVoIPcarrierenvironment Experience with Poly,Grand stream,orcloudPBXplatforms

• 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.

WorkhoursalignedwiththeU.S.Centraltimezonebetween8am-5pmM-F

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.