VoIP Network Support Technician

[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 SUBMITTED IN ENGLISH. SUBMISSIONS THAT DO NOT COMPLY MAY NOT BE CONSIDERED. 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 need candidates with hands-on experience supporting VoIP systems, SIP trunks, routers, switches, and WIFI troubleshooting . We are hiring a Level 1-2 VoIP Network 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. Hear it straight from our CEO & Founder! >> https://www.youtube.com/watch?v=lvLZ_RP6pdE 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 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 Table Stakes: Minimum Requirements (applications missing these will not be considered) A minimum of 2 years’ proven experience in VoIP or network support – this is essential Practical expertise with: SIP, PBX systems, and SIP trunks Routers, switches, and WiFi troubleshooting Exceptional verbal and written communication skills, with an ability to build rapport and engage effectively in a remote environment. 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 In-depth knowledge of: Knowledge of TCP/IP, DNS, DHCP, and NAT protocols Basic understanding of routing and switching concepts Experience using help desk ticketing systems Ability to communicate technical information clearly and simply to non-technical users Excellent written communication skills, including accurate note-taking and comprehensive documentation A customer-focused mindset with the ability to stay calm and professional 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 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: 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 take your career to the next level!