Junior Network & VoIP Support

VIVANT CORPORATION; Cebu City; On-site; PHP 391,000 - 558,000; Full time

Benefits offered by this job

Relocation package available

Job summary

Vivant Corporation in Cebu City is seeking a Level 1 Network & VoIP Support Engineer to be the first line of defense for networking, VoIP, and MSP services. This on-site role requires ownership of tickets from entry to resolution and close collaboration with field technicians to keep customer environments online.

The position emphasizes hands-on technical support in a real MSP/NOC setting, with rotation shifts and a relocation package available for qualified hires.

Qualifications

• 5+ years in Technical Support, Help Desk, NOC, MSP in telecom environments.
• Excellent English communication (spoken and written).
• Experience providing customer support via phone, email, and chat.

Responsibilities

• Be the first point of contact via phone, email, chat, and ticketing system.
• Own and resolve support tickets end-to-end.
• Provide clear, professional, and timely customer updates.

Skills

Customer-focused

Strong English

Ownership mindset

On-site work

Rotating shifts

Tools

ConnectWise

Halo

Zendesk

Job 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

• At least 5+ year of experience in Technical Support, Help Desk Support, NOC, MSP, ISP in a telecommunications environment
• Strong English communication skills (spoken and written)
• Experience providing customer support via phone, email, and 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

Schedule:

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

Work Set-up: On-site

• Office Location - Cebu IT Park, Cebu

• Relocation package available for qualified hire

Compensation:

• Monthly Salary:PHP 35,000 – PHP 50,000/month
• Determining Factors:Final offer depends on technical expertise, years of relevant experience, and specific skills.

Join Vivant and level up your career!