Junior Network & VoIP Support

Vivant; Malolos; On-site; PHP 391,000 - 558,000; Full time

Benefits offered by this job

Relocation package

Job summary

Vivant is seeking a Level 1 Network & VoIP Support Engineer to be the first line of defense for customer issues across networking, VoIP, and managed connectivity services. This is an on-site role in Pampanga, with relocation support for qualified hires.

You will own tickets end-to-end, troubleshoot effectively, coordinate with field technicians, and ensure customers stay online. Strong English communication and 5+ years in telecom-focused technical support are required.

Qualifications

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

Responsibilities

• 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.
• Monitor alerts, dashboards, and ticket queues.
• Escalate to Level 2, vendors, or engineering teams when needed.
• Maintain ownership of issues until fully resolved or reassigned.
• Document troubleshooting steps clearly and consistently.

Skills

Strong English communication

Customer support

Technical support

NOC/ MSP experience

Education

CompTIA Network+

CCNA

JNCIA

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 Philippine 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 PAMPANGA. 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


• 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 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

Schedule:

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

Work Set-up: On-site

• Office Location - Angeles, Pampanga


• 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!