Network VoIP Support Engineer

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

Job summary

Vivant in Dallas–Fort Worth is seeking a Level 1-2 Support Engineer to keep business uptime by resolving VoIP and network issues on-site.

The role handles first-line support for SIP, PBX, routers, switches, and WiFi, with ticket-driven tasks and clear communication. You will diagnose and document steps, escalate complex problems, and maintain SLA performance while delivering reliable connectivity.

Qualifications

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

Responsibilities

• 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.

Skills

VoIP support

Network support

SIP trunks

PBX systems

Routers

Switches

WiFi troubleshooting

TCP/IP

DNS

DHCP

NAT

MOS score

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

Join Vivant and level up your career!