# Level 1 Network & VoIP Support Engineer (Remote - Zimbabwe)

**Company:** [VIVANT CORP](http://jobs.workable.com/companies/pJZUz2ANxJuHMuumVEfdhB.md)
**Location:** Remote
**Workplace:** remote
**Employment type:** Full-time
**Department:** Support

[Apply for this job](http://jobs.workable.com/view/3ae09ad0-8b17-4106-81b1-5c279946db98)

## Description

### About Vivant

Vivant is a fast-growing U.S.-based Managed Services Provider (MSP) delivering enterprise-grade connectivity, networking, VoIP, and managed IT solutions to multi-location businesses across the United States.

We operate in a high-performance, fast-paced environment where uptime, accountability, and customer experience matter.

We're looking for driven, technical, and customer-focused engineers who want real ownership, continuous learning, and long-term career growth in a dynamic MSP environment.

### Role Overview

As a Level 1 Network & VoIP Support Engineer, you will be the first line of defense for customer technical issues across networking, VoIP, and managed connectivity services.

You will own support tickets end-to-end by troubleshooting issues, responding to alerts, coordinating with field technicians and vendors, and ensuring customer environments remain online.

This is a hands-on technical support role within a real MSP/NOC environment, not a traditional call center position.7

### Essential Criteria

-   **Not Desktop Support:** This is not a hardware repair or general IT Help Desk role. If your background is primarily hardware repair or general IT helpdesk, please do not apply.
-   **Networking & VoIP Experience:** Candidates must have hands-on experience troubleshooting network and connectivity issues.
-   **English Required:** You will be supporting U.S.-based customers. Professional English communication skills are required. **Resumes must be in English.**

### What You'll Do

### _Customer & Technical Support_

-   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.

### _Troubleshooting_

-   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

### _Monitoring & Escalation_

-   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.

### _Provisioning & Configuration_

-   Provision and support UniFi networking equipment.
-   Configure VoIP users, extensions, call routing, and PBX systems.
-   Support Grandstream devices and Cradlepoint LTE failover deployments.

### _Field Coordination_

-   Create scopes of work for onsite technicians.
-   Coordinate Field Nation dispatches and installations.
-   Verify job completion and documentation.

### _Process & 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

### What We're Looking For

-   Strong ownership mindset—you take responsibility for resolving issues.
-   Excellent customer service skills.
-   Ability to remain calm during critical outages.
-   Strong organization and attention to detail.
-   Ability to prioritize multiple tasks effectively.
-   Self-motivated and proactive.
-   Collaborative team player.

## Benefits

### Why Join Vivant?

-   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.

### Work Schedule

-   Remote (Zimbabwe)
-   U.S. Central Time (CST) business hours
-   Rotating shifts, weekends, and holiday coverage as required