VoIP Network Support Technician

🕒 February 25

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Vivant

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2012

📡 Telecommunications

🤝 B2B

🔒 Cybersecurity

Telecommunications • B2B • Cybersecurity

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

• **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.** • - Provide first-level support for VoIP, networking, and connectivity issues. • - Answer incoming client calls related to VoIP, internet, or WIFI issues. • - Work tickets for call quality, dropped calls, and network problems. • - Run diagnostics and assist with phone registration and setup. • - Document and escalate issues as necessary while maintaining ticket SLAs.

🎯 Requirements

• **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 without these will be rejected) • - **2+ years of VoIP or network support experience (required)** • - Direct experience with: • - **SIP, PBX systems, SIP trunks** • - **Routers, switches, WiFi troubleshooting** • - Strong verbal and written communication skills with the ability to engage and build rapport remotely. • - Can-do attitude and growth mindset—excited to hustle, build, and scale with the company. • – **MOS score, latency, jitter, packet loss** • - **Strong understanding of:** • – TCP/IP, DNS, DHCP, NAT– Basic routing/switching concepts • - Experience with help desk ticketing systems • - Ability to explain issues clearly to non-technical users • - Strong written communication — clear notes and documentation required • - Customer-first mindset and ability to stay calm 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

🏖️ Benefits

• **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: ** • - The salary range may be inclusive of several levels that would be applicable to the position. Final salary will be based on a number of factors including, level, relevant prior experience, skills, and expertise. This range is only inclusive of base salary, not benefits (more details below).