Network VoIP Support Engineer (Remote - LATAM)

Vivant; Polska; Hybrid; PLN 65,000 - 108,000; Full time

Job summary

Vivant is seeking a Level 1-2 Support Engineer to handle VoIP and network connectivity for U.S. customers. You will respond to calls, troubleshoot SIP trunks, PBX configs, and WiFi issues, and maintain clear incident documentation.

The role emphasizes English fluency, 2+ years in VoIP/network support, and ability to escalate to senior engineers when needed. Work hours align with U.S. Central Time; base salary ranges from $1,500 to $2,500 monthly plus benefits.

Qualifications

• 2+ years of VoIP or Network Support experience.
• Strong understanding of TCP/IP, DNS, DHCP, and NAT.
• Hands-on with SIP, PBX systems, and SIP trunks.
• Routers, switches, and WiFi troubleshooting.
• Experience with ticketing systems and remote customer rapport.
• Ability to explain technical issues clearly to non-technical users.
• Must be fluent in English; resumes in English.

Responsibilities

• First-level support for VoIP, networking, and connectivity issues.
• Troubleshoot SIP, call quality, latency, jitter, and registration failures.
• Perform basic network troubleshooting (TCP/IP, DNS, DHCP, routing).
• Troubleshoot WiFi drops, access point connectivity, and cabling issues.
• Provision phones, extensions, voicemail, call flows, and SIP trunk configs.
• Manage and prioritize tickets through the helpdesk system.
• Escalate complex problems with proper documentation.
• Update knowledge base articles and internal processes.

Skills

VoIP

Network troubleshooting

TCP/IP

DNS

DHCP

NAT

SIP

PBX

Routers

WiFi troubleshooting

Communication

Tools

Ticketing systems

Remote support tools

PBX provisioning tools

Job description

Vivant is on a mission to eliminate business downtime. We guarantee 100% uptime for SMBs, and we’re looking for a Level 1-2 Support Engineers to help us deliver on that promise.

Essential Criteria

• Not Desktop Support: If your background is primarily hardware repair or general IT helpdesk, please do not apply.
• VoIP Expert: You must have hands-on experience with SIP trunks, PBX systems, and network routing.
• English Only: Supporting U.S. customers; English fluency is required. Resumes must be in English.

Yourdaytodaylifeasa Support Engineer:

• AnswerincomingclientcallsrelatedtoVoIP,internet,orWIFIissues
• Workticketsinvolvingcallquality,droppedcalls,networkdrops,orroutingproblems
• Rundiagnostics(SIPtraces,pings,traceroutes,MOSscorereview,packetlosschecks)
• AssistwithPBXprovisioning,phoneregistration,andsoftphonesetup
• Prioritizeoutages(phonesdown,internetdown,WiFidown)
• Documenteverystepclearlyandcommunicatestatusupdatesprofessionally
• Escalateadvancedissuestoseniortelecomengineerswhenappropriate
• MaintainticketSLAswithclear,fastresponsetimes

KeyResponsibilities:

• First-levelsupportforVoIP,networking,andconnectivityissues
• TroubleshootSIP,callquality,latency,jitter,andregistrationfailures
• Performbasicnetworktroubleshooting(TCP/IP,DNS,DHCP,routingbasics)
• TroubleshootWiFidrops,accesspointconnectivity,andcabling-relatedissues
• Provisionphones,extensions,voicemail,callflows,andSIPtrunkconfigs
• Manageandprioritizeticketsthroughourhelpdesksystem
• Escalatecomplexproblemswithproperdocumentation
• Updateknowledgebasearticlesandinternalprocesses

Minimum Requirements:

• 2+ years of VoIP or Network Support experience.
• Strong understanding of TCP/IP, DNS, DHCP, and NAT.
• Practical expertise with:
• SIP, PBX systems, and SIP trunks.
• Routers, switches, and WiFi troubleshooting.
• Experience with ticketing systems and remote customer rapport.
• Ability to communicate technical information clearly and simply to non-technical users.

• A driven and proactive mindset paired with a passion for continuous learning and making a meaningful impact on our company’s success.
• Solid understanding of key VoIP metrics such as MOS score, latency, jitter, and packet loss.

NicetoHave

• CompTIANetwork+,CCNA,orVoIP-relatedcertifications
• Experienceintelecom,MSP,orVoIPcarrierenvironment
• ExperiencewithPoly,Grandstream,orcloudPBXplatforms

Why Vivant?

• Growth: Competitive salary + bonuses. We hire for impact and promote leaders.
• Culture: We value Reliability, Product Knowledge, and Autonomy.
• Impact: Help us eliminate the frustrations of internet and phone outages for good.

Schedule:

• WorkhoursalignedwiththeU.S.Centraltimezonebetween8am-5pmM-F

Compensation:

• Monthly Base Salary: $1,500 – $2,500 USD.
• Determining Factors: Final offer depends on technical expertise, years of relevant experience, and specific skills.
• Note: This range covers base pay only; all other benefits will be discussed during the offer stage.

Join Vivant and level up your career!