Network VoIP Support Engineer; Remote

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.

Yourdaytodaylifeasa Support Engineer:

• 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

Key Responsibilities:

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

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.

Niceto Have

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

• WorkhoursalignedwiththeU.S.Centraltimezonebetween8am-5pmM-F

• Competitive base salary (based on experience)
• Performance and recognition bonuses
• Clear path to career advancement and leadership opportunities
• Work in a fast-growing, performance-driven environment

• High-impact role with real earning potential
• Opportunities to grow as the company scales
• Leadership opportunities for top performers