# Junior Network & VoIP Support Engineer (Level 1)

**Company:** [VIVANT CORP](http://jobs.workable.com/companies/pJZUz2ANxJuHMuumVEfdhB.md)
**Location:** Cebu City, Philippines
**Workplace:** on site
**Employment type:** Full-time
**Department:** Support

[Apply for this job](http://jobs.workable.com/view/5da453a0-6829-4102-90ad-705d92d76a36)

## 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 are building a world-class Cebu support team and are looking for driven, technical, and customer-focused engineers who want real ownership and real growth.

THIS IS AN ONSITE-ONLY ROLE IN CEBU CITY. NO REMOTE OR HYBRID WORK AVAILABLE.

**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—troubleshooting issues, responding to alerts, coordinating field technicians, and ensuring customer environments stay online.

This is not a basic call center role. This is a hands-on technical support position inside a real MSP/NOC environment.

**What You’ll Do**

Customer & Technical Support

-   Act as first point of contact via phone, email, chat, and ticketing system
-   Own, update, and resolve support tickets end-to-end
-   Provide clear, professional, and timely customer updates
-   Meet response and resolution SLAs

Troubleshooting (Real MSP Environment)

You will support and troubleshoot:

-   Internet connectivity and WAN outages
-   ISP degradation and circuit issues
-   VoIP / SIP / RTP / PBX call 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 outages and customer-impacting incidents immediately
-   Escalate to Level 2, vendors, carriers, or engineering teams when 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 setups

Field Coordination

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

Process & Documentation

-   Follow SOPs and technical Knowledge Base articles
-   Document troubleshooting steps clearly and consistently
-   Participate in training, huddles, and continuous learning
-   Stay productive during downtime through upskilling and documentation review

## Requirements

**Required Experience**

-   1+ year in Technical Support, Help Desk, NOC, MSP, ISP, or Telecom environment
-   Strong English communication (spoken + written)
-   Experience supporting customers via phone/email/chat
-   Basic networking knowledge:
-   TCP/IP, DNS, DHCP
-   VLANs, NAT, WAN/LAN
-   PoE fundamentals
-   Basic VoIP knowledge (SIP, RTP)
-   Structured troubleshooting mindset
-   Willingness to work onsite in Cebu City
-   Willingness to work rotating shifts, weekends, and holidays

**Nice to Have (Big Plus)**

-   MSP / ISP / NOC experience
-   UniFi networking experience
-   Cradlepoint LTE devices
-   Grandstream VoIP systems
-   PBX administration experience
-   Field Nation experience
-   Ticketing tools (ConnectWise, Halo, Zendesk, etc.)

**Certifications (Bonus)**

-   CompTIA Network+
-   CCNA
-   JNCIA
-   Other networking / VoIP certifications

**Soft Skills That Matter**

-   Strong ownership mindset (you don’t “pass tickets”, you solve them)
-   Excellent customer service attitude
-   Calm under pressure during outages
-   Strong organization and attention to detail
-   Ability to manage multiple priorities
-   Proactive and self-driven
-   Team-first mindset

## Benefits

**Why Vivant?**

-   **Growth:** Competitive salary + bonuses. We hire for impact and promote leaders.
-   **Culture:** We value Reliability, Product Knowledge, and Autonomy.
-   **Impact:** Help us eliminate the frustrations of internet and phone outages for good.

**Schedule:**

-   Work hours aligned with the U.S. Central time zone

**Compensation:**

-   **Monthly Base Salary:** PHP 25,000 – PHP 65,000/month
-   **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 level up your career!**