Onsite Network & VoIP Support Engineer (L1)

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

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.