Network VoIP Support Engineer

Vivant; Dallas (TX); On-site; USD 50,000 - 75,000; Full time

Benefits offered by this job

Competitive salary

Bonuses

Career growth

Autonomy culture

Job summary

Vivant is seeking a Level 1-2 Support Engineer to ensure uninterrupted service for our SMB clients in the Dallas area. This is an on-site role focused on hands-on VoIP and network troubleshooting, ticket management, and customer communication.

You will diagnose call quality issues, assist with SIP trunks, PBX provisioning, and basic network problems while maintaining SLAs and providing clear status updates to clients and internal teams.

Qualifications

• 2+ years of VoIP or Network Support experience.
• Strong TCP/IP, DNS, DHCP, and NAT knowledge.
• Hands-on experience with SIP, PBX, trunks, routers, and WiFi.

Responsibilities

• Answer incoming client calls related to VoIP, internet, or WiFi issues.
• Run diagnostics and troubleshoot call quality and routing problems.
• Provision phones, extensions, SIP trunks, and PBX settings.
• Maintain ticket SLAs and escalate complex issues as needed.

Skills

VoIP troubleshooting

Network troubleshooting

SIP trunks

PBX provisioning

WiFi networks

Ticketing systems

Communication skills

Tools

Poly devices

Grandstream devices

Cloud PBX platforms

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

• Must reside in the Dallas-Fort Worth (DFW) area.
• Comfortable working 100% on-site: this is an in-office position with no remote or work-from-home option.
• Not Desktop Support: If your background is primarily hardware repair or general IT helpdesk, please do not apply.
• Hands-On VoIP & Network Support Experience: You must have real-world experience troubleshooting SIP trunks, PBX systems, routers, switches, WiFi networks, and network routing.

Requirements

Your day to day life as a Support Engineer:

• Answer incoming client calls related to VoIP, internet, or WIFI issues
• Work tickets involving call quality, dropped calls, network drops, or routing problems
• Run diagnostics (SIP traces, pings, traceroutes, MOS score review, packet loss checks)
• Assist with PBX provisioning, phone registration, and softphone setup
• Prioritize outages (phones down, internet down, WiFi down)
• Document every step clearly and communicate status updates professionally
• Escalate advanced issues to senior telecom engineers when appropriate
• Maintain ticket SLAs with clear, fast response times

Key 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 basics)
• Troubleshoot WiFi drops, access point connectivity, and cabling-related issues
• Provision phones, extensions, voicemail, call flows, and SIP trunk configs
• Manage and prioritize tickets through our help desk system
• Escalate complex problems with proper documentation
• Update knowledge base articles and internal processes

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.

Nice to Have

• CompTIA Network+, CCNA, or VoIP-related certifications
• Experience in telecom, MSP, or VoIP carrier environment
• Experience with Poly, Grandstream, or cloud PBX platforms

Benefits

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

• Monday to Friday, 8:00 am - 5:00 pm

Compensation

• Base Salary: $50,000 – $75,000 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.