Junior Network & VoIP Support

Vivant; Manila; 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. This is an on-site role in Pampanga, Philippines, joining a U.S.-based MSP with a fast-paced environment and real ownership opportunities.

You will own tickets from start to finish, coordinate with field techs, and help keep customer environments online.

Qualifications

• 5+ years 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.

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, carriers, or engineering teams when needed.
• Coordinate Field Nation dispatches and installations.
• Document troubleshooting steps clearly and consistently.

Skills

Technical Support

NOC

MSP

Customer Support

English Proficiency

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

• Qualifications

  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!