# VoIP Network Support Technician

**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/fdf959d8-5a15-4bb2-9135-f3c09afdfb28)

## Description

\[Mission\] [**Vivant**](https://vivantcorp.com/) is on a mission to eliminate the frustrations of internet, phone, network, and WiFi outages for SMBs by guaranteeing 100% uptime through innovative solutions and exceptional support. We totally eliminate costly outages so the businesses can focus on what truly matters, driving growth and success.

\[Core Values\] At [**Vivant**](https://vivantcorp.com/) we don’t just hire for open roles—we hire for impact. If you’re exceptional at what you do and align with our core values: Reliability, Product Knowledge, Process Knowledge and Autonomy, we want to know you!

**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.**

**ALL RESUMES MUST BE SUBMITTED IN ENGLISH. SUBMISSIONS THAT DO NOT COMPLY MAY NOT BE CONSIDERED.**

**This is NOT a desktop support role.**

If your background is mainly **desktop support, Microsoft troubleshooting, software/hardware repair, or general IT helpdesk**, please do not apply.

We need candidates with hands-on experience supporting **VoIP systems, SIP trunks, routers, switches, and WIFI troubleshooting**.

We are hiring a Level 1-2 VoIP Network Support Technician with _real telecom experience_ — specifically in **VoIP, networking, and SIP-based troubleshooting**.

At [**Vivant**](https://vivantcorp.com/), we hold ourselves to high standards of professionalism and integrity. Our core values—Reliability, Product Knowledge, Process Knowledge and Autonomy —guide how we interact with clients and approach our work.

**Hear it straight from our CEO & Founder! >>** [**https://www.youtube.com/watch?v=lvLZ\_RP6pdE**](https://www.youtube.com/watch?v=lvLZ_RP6pdE)

## 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 missing these will not be considered)**

-   **A minimum of 2 years’ proven experience in VoIP or network support – this is essential**
-   Practical expertise with:
-   **SIP, PBX systems, and SIP trunks**
-   **Routers, switches, and WiFi troubleshooting**
-   Exceptional verbal and written communication skills, with an ability to build rapport and engage effectively in a remote environment.

-   A driven and proactive mindset paired with a passion for continuous learning and making a meaningful impact on our company’s success.
-   **Solid understanding of key VoIP metrics such as MOS score, latency, jitter, and packet loss**

**In-depth knowledge of:**

-   Knowledge of TCP/IP, DNS, DHCP, and NAT protocols
-   Basic understanding of routing and switching concepts
-   Experience using help desk ticketing systems
-   Ability to communicate technical information clearly and simply to non-technical users
-   Excellent written communication skills, including accurate note-taking and comprehensive documentation
-   A customer-focused mindset with the ability to stay calm and professional 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:** 

-   **Monthly Base Salary:** $1,500 – $2,500 USD.
-   **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 take your career to the next level!**