About VivantVivant is a fast-growing U.S.-based Managed Services Provider (MSP) delivering enterprise-grade connectivity, networking, VoIP, and managed IT solutions to multi-location businesses across the United States.We operate in a high-performance, fast-paced environment where uptime, accountability, and customer experience matter.We are building a world-class Cebu support team and are looking for driven, technical, and customer-focused engineers who want real ownership and real growth.THIS IS AN ONSITE-ONLY ROLE IN CEBU CITY. NO REMOTE OR HYBRID WORK AVAILABLE.Role OverviewAs a Level 1 Network & VoIP Support Engineer, you will be the first line of defense for customer technical issues across networking, VoIP, and managed connectivity services.You will own support tickets end-to-end—troubleshooting issues, responding to alerts, coordinating field technicians, and ensuring customer environments stay online.This is not a basic call center role. This is a hands-on technical support position inside a real MSP/NOC environment.What You’ll DoCustomer & Technical SupportAct as first point of contact via phone, email, chat, and ticketing systemOwn, update, and resolve support tickets end-to-endProvide clear, professional, and timely customer updatesMeet response and resolution SLAsTroubleshooting (Real MSP Environment)You will support and troubleshoot:Internet connectivity and WAN outagesISP degradation and circuit issuesVoIP / SIP / RTP / PBX call issuesCall quality, registration, and audio problemsLTE failover (Cradlepoint devices)UniFi switches, gateways, and access pointsGrandstream VoIP phones and devicesGeneral LAN/WAN networking issuesMonitoring & EscalationMonitor alerts, dashboards, and ticket queuesPrioritize outages and customer-impacting incidents immediatelyEscalate to Level 2, vendors, carriers, or engineering teams when neededMaintain ownership of issues until fully resolved or reassignedTrack escalations through completionProvisioning & ConfigurationProvision and support UniFi networking equipmentConfigure VoIP users, extensions, call routing, and PBX systemsSupport Grandstream devices and Cradlepoint LTE failover setupsField CoordinationCreate scopes of work for onsite techniciansCoordinate Field Nation dispatches and installationsValidate job completion and documentation accuracyProcess & DocumentationFollow SOPs and technical Knowledge Base articlesDocument troubleshooting steps clearly and consistentlyParticipate in training, huddles, and continuous learningStay productive during downtime through upskilling and documentation reviewRequirementsAt least 5+ year of experience in Technical Support, Help Desk Support, NOC, MSP, ISP in a telecommunications environmentStrong English communication skills (spoken and written)Experience providing customer support via phone, email, and chatBasic networking knowledge:TCP/IP, DNS, DHCPVLANs, NAT, WAN/LANPoE fundamentalsBasic VoIP knowledge (SIP, RTP)Structured troubleshooting mindsetWillingness to work onsite in Cebu CityWillingness to work rotating shifts, weekends, and holidaysNice to Have (Big Plus)MSP / ISP / NOC experienceUniFi networking experienceCradlepoint LTE devicesGrandstream VoIP systemsPBX administration experienceField Nation experienceTicketing tools (ConnectWise, Halo, Zendesk, etc.)Certifications (Bonus)CompTIA Network+CCNAJNCIAOther networking / VoIP certificationsSoft Skills That MatterStrong ownership mindset (you don’t “pass tickets”, you solve them)Excellent customer service attitudeCalm under pressure during outagesStrong organization and attention to detailAbility to manage multiple prioritiesProactive and self-drivenTeam-first mindsetBenefitsSchedule:Work hours aligned with the U.S. Central time zoneWork Set-up: On-siteOffice Location - Cebu IT Park, CebuRelocation package available for qualified hireCompensation:Monthly Salary: PHP 35,000 – PHP 50,000/monthDetermining Factors: Final offer depends on technical expertise, years of relevant experience, and specific skills.Join Vivant and level up your career!
About Vivant
Vivant is a fast-growing U.S.-based Managed Services Provider (MSP) delivering enterprise-grade connectivity, networking, VoIP, and managed IT solutions to multi-location businesses across the United States.
We operate in a high-performance, fast-paced environment where uptime, accountability, and customer experience matter.
We are building a world-class Cebu support team and are looking for driven, technical, and customer-focused engineers who want real ownership and real growth.
THIS IS AN ONSITE-ONLY ROLE IN CEBU CITY. NO REMOTE OR HYBRID WORK AVAILABLE.
Role Overview
As a Level 1 Network & VoIP Support Engineer, you will be the first line of defense for customer technical issues across networking, VoIP, and managed connectivity services.
You will own support tickets end-to-end—troubleshooting issues, responding to alerts, coordinating field technicians, and ensuring customer environments stay online.
This is not a basic call center role. This is a hands-on technical support position inside a real MSP/NOC environment.
What You’ll Do
Customer & Technical Support
- Act as first point of contact via phone, email, chat, and ticketing system
- Own, update, and resolve support tickets end-to-end
- Provide clear, professional, and timely customer updates
- Meet response and resolution SLAs
Troubleshooting (Real MSP Environment)
You will support and troubleshoot:
- Internet connectivity and WAN outages
- ISP degradation and circuit issues
- VoIP / SIP / RTP / PBX call issues
- Call quality, registration, and audio problems
- LTE failover (Cradlepoint devices)
- UniFi switches, gateways, and access points
- Grandstream VoIP phones and devices
- General LAN/WAN networking issues
Monitoring & Escalation
- Monitor alerts, dashboards, and ticket queues
- Prioritize outages and customer-impacting incidents immediately
- Escalate to Level 2, vendors, carriers, or engineering teams when needed
- Maintain ownership of issues until fully resolved or reassigned
- Track escalations through completion
Provisioning & Configuration
- Provision and support UniFi networking equipment
- Configure VoIP users, extensions, call routing, and PBX systems
- Support Grandstream devices and Cradlepoint LTE failover setups
Field Coordination
- Create scopes of work for onsite technicians
- Coordinate Field Nation dispatches and installations
- Validate job completion and documentation accuracy
Process & Documentation
- Follow SOPs and technical Knowledge Base articles
- Document troubleshooting steps clearly and consistently
- Participate in training, huddles, and continuous learning
- Stay productive during downtime through upskilling and documentation review
Requirements
- At least 5+ year of experience in Technical Support, Help Desk Support, NOC, MSP, ISP in a telecommunications environment
- Strong English communication skills (spoken and written)
- Experience providing customer support via phone, email, and chat
Basic networking knowledge:
- TCP/IP, DNS, DHCP
- VLANs, NAT, WAN/LAN
- PoE fundamentals
- Basic VoIP knowledge (SIP, RTP)
- Structured troubleshooting mindset
- Willingness to work onsite in Cebu City
- Willingness to work rotating shifts, weekends, and holidays
Nice to Have (Big Plus)
- MSP / ISP / NOC experience
- UniFi networking experience
- Cradlepoint LTE devices
- Grandstream VoIP systems
- PBX administration experience
- Field Nation experience
- Ticketing tools (ConnectWise, Halo, Zendesk, etc.)
Certifications (Bonus)
- CompTIA Network+
- CCNA
- JNCIA
- Other networking / VoIP certifications
Soft Skills That Matter
- Strong ownership mindset (you don’t “pass tickets”, you solve them)
- Excellent customer service attitude
- Calm under pressure during outages
- Strong organization and attention to detail
- Ability to manage multiple priorities
- Proactive and self-driven
- Team-first mindset
Benefits
Schedule:
- Work hours aligned with the U.S. Central time zone
Work Set-up: On-site
- Office Location - Cebu IT Park, Cebu
- Relocation package available for qualified hire
Compensation:
- Monthly Salary: PHP 35,000 – PHP 50,000/month
- Determining Factors: Final offer depends on technical expertise, years of relevant experience, and specific skills.
Join Vivant and level up your career!
Your One-Stop Managed Service ProviderVivant proactively manages your network, internet, and phone services so your business stays online, secure, and operational at all times. We help local, regional, and national organizations stabilize operations with enterprise-grade connectivity, reduce risk through data protection, and simplify IT by unifying all services under one proven partner.No internet, no phone, no Wi-Fi, no network outages—guaranteed. With proactive monitoring, preventative maintenance, and responsive support, Vivant delivers one company, one bill, and one nationwide support team. Our solutions are simple, scalable, and consistent across all locations, helping you save time and reduce total cost of ownership both upfront and month over month.Vivant provides commercial internet and phone services to restaurants, auto dealerships, medical offices, and professional service businesses across the United States.
Your One-Stop Managed Service Provider
Vivant proactively manages your network, internet, and phone services so your business stays online, secure, and operational at all times. We help local, regional, and national organizations stabilize operations with enterprise-grade connectivity, reduce risk through data protection, and simplify IT by unifying all services under one proven partner.
No internet, no phone, no Wi-Fi, no network outages—guaranteed. With proactive monitoring, preventative maintenance, and responsive support, Vivant delivers one company, one bill, and one nationwide support team. Our solutions are simple, scalable, and consistent across all locations, helping you save time and reduce total cost of ownership both upfront and month over month.
Vivant provides commercial internet and phone services to restaurants, auto dealerships, medical offices, and professional service businesses across the United States.
