Network VoIP Support Engineer

Vivant is on a mission to eliminate business downtime. We guarantee 100% uptime for SMBs, and we’re looking for a Level 2 Support Engineers to help us deliver on that promise.

• Must reside in the Dallas-Fort Worth (DFW) area.
• Comfortable working 100% on-site: this is an in-office position with no remote or work-from-home option.
• Not Desktop Support:
  If your background is primarily hardware repair or general IT helpdesk, please do not apply.
• Hands-On VoIP & Network Support
  
  Experience:
  
  You must have real-world experience troubleshooting SIP trunks, PBX systems, routers, switches, WiFi networks, and network routing.

• Answerincomingclientcallsrelatedto
  
  VoIP,internet,orWIFIissues
• Workticketsinvolvingcallquality,dropped calls,network drops,orroutingproblems
• Run diagnostics(SIPtraces,pings,trace routes,MOSscorereview,packetlosschecks)
• AssistwithPBXprovisioning,phone registration,andsoftphonesetup
• Prioritize outages(phones down,internet down,WiFidown)
• Documenteverystepclearlyandcommunicatestatusupdatesprofessionally
• Escalateadvancedissuestoseniortelecomengineerswhenappropriate
• MaintainticketSLAswithclear,fastresponsetimes

• Support for
  
  VoIP,networking,andconnectivityissues
• Troubleshoot SIP,call quality,latency,jitter,andregistrationfailures
• Performbasicnetworktroubleshooting(TCP/IP,DNS,DHCP,routing basics)
• Troubleshoot Wi Fidrops ,accesspointconnectivity,andcabling-related issues
• Provision phones,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.

• Monday to Friday, 8:00 am - 5:00 pm

• Base Salary: $50,000 – $75,000 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!