Network VoIP Support Engineer (Remote)

Vivant; United States; Remote; USD 55,000 - 75,000; Full time

Benefits offered by this job

Performance bonuses

Career growth

Job summary

Vivant is seeking a Level 1-2 Support Engineer to ensure 100% uptime for SMBs. You will handle VoIP, SIP trunk configurations, PBX provisioning, and network troubleshooting while supporting U.S. customers in English.

Work hours align with U.S. Central Time (8am-5pm, M-F). Competitive base salary with performance bonuses and clear career growth opportunities in a fast-growing, results-driven company.

Qualifications

• 2+ years of VoIP or Network Support experience.
• Strong understanding of TCP/IP, DNS, DHCP, and NAT.
• Hands-on experience with SIP, PBX systems, and SIP trunks.
• Troubleshooting routers, switches, and WiFi issues.
• Experience with ticketing systems and remote customer rapport.
• Ability to communicate technical information clearly to non-technical users.

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

SIP Trunks

PBX Systems

TCP/IP

DNS

DHCP

NAT

WiFi Troubleshooting

Routers & Switches

Call Quality

MOS Score

Ticketing Systems

Customer Communication

Tools

Poly

Grandstream

Cloud PBX

Ticketing System

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

Schedule

• WorkhoursalignedwiththeU.S.Centraltimezonebetween8am-5pmM-F

Compensation & Growth

• Competitive base salary (based on experience)
• Performance and recognition bonuses
• Clear path to career advancement and leadership opportunities
• Work in a fast-growing, performance-driven environment

Why Join Vivant?

• High-impact role with real earning potential
• Opportunities to grow as the company scales
• Leadership opportunities for top performers