Vivant
51 - 200 employees
Founded 2012
🚘 Automotive
🏥 Healthcare
🍽️ Food & Beverage
Automotive • Healthcare • Food & Beverage
Vivant is a nationwide managed services provider that delivers enterprise-grade connectivity and unified communications for small and medium-sized businesses. They offer commercial internet (broadband, dedicated fiber, 5G wireless, point-to-point), SD-WAN, cloud-hosted business phone systems (VoIP) with automatic failover (SmartCONNECT), managed firewalls and PCI/HIPAA-compliant security (SmartPROTECT), proactive network monitoring, and live human support. Vivant focuses on restaurants, medical offices, auto dealerships, retail, professional services, and home-service companies, promising zero downtime, consolidated billing, and centralized management of internet, phone, and security services.
Level 1 Network, VoIP Support Engineer
🔥 0 minutes ago
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Vivant
51 - 200 employees
Founded 2012
🚘 Automotive
🏥 Healthcare
🍽️ Food & Beverage
Automotive • Healthcare • Food & Beverage
Vivant is a nationwide managed services provider that delivers enterprise-grade connectivity and unified communications for small and medium-sized businesses. They offer commercial internet (broadband, dedicated fiber, 5G wireless, point-to-point), SD-WAN, cloud-hosted business phone systems (VoIP) with automatic failover (SmartCONNECT), managed firewalls and PCI/HIPAA-compliant security (SmartPROTECT), proactive network monitoring, and live human support. Vivant focuses on restaurants, medical offices, auto dealerships, retail, professional services, and home-service companies, promising zero downtime, consolidated billing, and centralized management of internet, phone, and security services.
📋 Description
• Serve as the first point of contact via phone, email, chat, and ticketing systems. • Own, update, and resolve support tickets from start to finish. • Provide clear, professional, and timely updates to customers. • Meet established response and resolution SLAs. • Support and troubleshoot: • - Internet connectivity and WAN outages • - ISP degradation and circuit issues • - VoIP, SIP, RTP, and PBX-related issues • - Call quality, registration, and audio problems • - LTE failover (Cradlepoint devices) • - UniFi switches, gateways, and access points • - Grandstream VoIP phones and devices • - General LAN/WAN networking issues • Monitor alerts, dashboards, and ticket queues. • Prioritize customer-impacting incidents. • Escalate complex issues to Level 2 support, engineering teams, vendors, or carriers as needed. • Maintain ownership of issues until fully resolved or reassigned. • Track escalations through completion. • Provision and support UniFi networking equipment. • Configure VoIP users, extensions, call routing, and PBX systems. • Support Grandstream devices and Cradlepoint LTE failover deployments. • Create scopes of work for onsite technicians. • Coordinate Field Nation dispatches and installations. • Verify job completion and documentation. • Follow established SOPs and knowledge base documentation. • Document troubleshooting steps clearly and accurately. • Participate in training sessions and continuous learning. • Utilize downtime for technical upskilling and documentation review.
🎯 Requirements
• At least 1 year of experience in Technical Support, Help Desk, NOC, MSP, ISP, or telecommunications support. • Strong spoken and written English communication skills. • Experience supporting customers via phone, email, and chat. • Basic networking knowledge, including: • - TCP/IP • - DNS • - DHCP • - VLANs • - NAT • - WAN/LAN • - PoE fundamentals • Basic understanding of VoIP technologies (SIP and RTP). • Strong analytical and troubleshooting skills. • Reliable high-speed internet connection and a dedicated home office suitable for remote work. • Willingness to work U.S. Central Time (CST) business hours, including rotating shifts, weekends, and holidays. • Preferred Qualifications • Experience in an MSP, ISP, or NOC environment. • Experience with UniFi networking equipment. • Familiarity with Cradlepoint LTE devices. • Experience with Grandstream VoIP systems. • PBX administration experience. • Experience coordinating Field Nation technicians. • Familiarity with ticketing platforms such as ConnectWise, Halo, Zendesk, or similar. • Certifications (Preferred) • CompTIA Network+ • Cisco CCNA • Juniper JNCIA • Other networking or VoIP certifications
🏖️ Benefits
• Competitive salary with performance-based incentives. • Career growth opportunities within a rapidly growing U.S.-based MSP. • Exposure to enterprise networking, VoIP, and managed IT technologies. • A collaborative, high-performance team focused on continuous learning and technical excellence. • Remote (Zimbabwe) • U.S. Central Time (CST) business hours • Rotating shifts, weekends, and holiday coverage as required
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