Junior Network & VoIP Support

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

Benefits offered by this job

Onsite allowance

Signing bonus

Relocation assistance

Job summary

Vivant, a U.S.-based MSP, seeks a Level 1 Network & VoIP Support Engineer for onsite work in Angeles, Pampanga. You will handle first-line technical issues across networking, VoIP, and managed connectivity, owning tickets end-to-end.

You will troubleshoot ISP outages, configure UniFi/Grandstream devices, monitor alerts, and coordinate with field technicians. Candidates need 5+ years in technical support and strong English communication.

Qualifications

• 5+ years of experience in Technical Support, Help Desk Support, NOC, MSP 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; PoE; VoIP (SIP,RTP)

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
• Provision and support UniFi networking equipment
• Configure VoIP users, extensions, call routing, and PBX systems
• Coordinate Field Nation dispatches and installations
• Follow SOPs and Knowledge Base articles
• Document troubleshooting steps clearly and consistently
• Participate in training, huddles, and continuous learning

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.

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

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 rotating shifts, weekends, and holidays

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
• Onsite Allowance: 9,400 onsite allowance on top of the basic
• 20K Signing Bonus
• Relocation Assistance

Join Vivant and level up your career!