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
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Not Desktop Support: If your background is primarily hardware repair or general IT helpdesk, please do not apply.
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VoIP Expert: You must have hands-on experience with SIP trunks, PBX systems, and network routing.
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English Only: Supporting U.S. customers; English fluency is required. Resumes must be in English.
Requirements
Your day to day life as a Support Engineer:
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Answer incoming client calls related to VoIP, internet, or WIFI issues
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Work tickets involving call quality, dropped calls, network drops, or routing problems
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Run diagnostics (SIP traces, pings, traceroutes, MOS score review, packet loss checks)
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Assist with PBX provisioning, phone registration, and softphone setup
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Prioritize outages (phones down, internet down, WiFi down)
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Document every step clearly and communicate status updates professionally
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Escalate advanced issues to senior telecom engineers when appropriate
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Maintain ticket SLAs with clear, fast response times
Key Responsibilities:
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First-level support for VoIP, networking, and connectivity issues
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Troubleshoot SIP, call quality, latency, jitter, and registration failures
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Perform basic network troubleshooting (TCP/IP, DNS, DHCP, routing basics)
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Troubleshoot WiFi drops, access point connectivity, and cabling-related issues
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Provision phones, extensions, voicemail, call flows, and SIP trunk configs
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Manage and prioritize tickets through our help desk system
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Escalate complex problems with proper documentation
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Update knowledge base articles and internal processes
Minimum Requirements:
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2+ years of VoIP or Network Support experience.
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Strong understanding of TCP/IP, DNS, DHCP, and NAT.
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Practical expertise with:
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SIP, PBX systems, and SIP trunks.
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Routers, switches, and WiFi troubleshooting.
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Experience with ticketing systems and remote customer rapport.
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Ability to communicate technical information clearly and simply to non-technical users.
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A driven and proactive mindset paired with a passion for continuous learning and making a meaningful impact on our company’s success.
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Solid understanding of key VoIP metrics such as MOS score, latency, jitter, and packet loss.
Nice to Have
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CompTIA Network+, CCNA, or VoIP-related certifications
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Experience in telecom, MSP, or VoIP carrier environment
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Experience with Poly, Grandstream, or cloud PBX platforms
Benefits
Why Vivant?
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Growth: Competitive salary + bonuses. We hire for impact and promote leaders.
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Culture: We value Reliability, Product Knowledge, and Autonomy.
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Impact: Help us eliminate the frustrations of internet and phone outages for good.
Schedule:
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Work hours aligned with the U.S. Central time zone between 8am - 5pm M-F
Compensation:
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Monthly Base Salary: $1,500 – $2,500 USD.
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Determining Factors: Final offer depends on technical expertise, years of relevant experience, and specific skills.
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Note: This range covers base pay only; all other benefits will be discussed during the offer stage.
Join Vivant and level up your career!
