Network VoIP Support Engineer (Remote - LATAM)

Vivant; United States; A distancia; USD 17.000 - 28.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary + bonuses

Promotion opportunities

Culture of reliability

Impact: eliminate outages

Descripción de la vacante

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.

First-level support for VoIP, networking, and connectivity issues; troubleshoot SIP, call quality, latency, jitter, and registration failures; document steps clearly and communicate status updates professionally.

Formación

• 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 to non-technical users.
• Solid understanding of VoIP metrics such as MOS, latency, jitter, and packet loss.

Responsabilidades

• First-level support for VoIP, networking, and connectivity issues.
• Troubleshoot SIP, call quality, latency, jitter, and registration failures.
• Basic network troubleshooting (TCP/IP, DNS, DHCP, routing).
• Troubleshoot WiFi drops, AP 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.

Conocimientos

VoIP & Networking

TCP/IP fundamentals

SIP & PBX

WiFi troubleshooting

Ticketing systems

Clear communication

Herramientas

SIP trunks

PBX systems

Networking hardware

Descripción del empleo

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.

Requirements

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

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:

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.