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 CriteriaNot 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.RequirementsYour day to day life as a Support Engineer:Answer incoming client calls related to VoIP, internet, or WIFI issuesWork tickets involving call quality, dropped calls, network drops, or routing problemsRun diagnostics (SIP traces, pings, traceroutes, MOS score review, packet loss checks)Assist with PBX provisioning, phone registration, and softphone setupPrioritize outages (phones down, internet down, WiFi down)Document every step clearly and communicate status updates professionallyEscalate advanced issues to senior telecom engineers when appropriateMaintain ticket SLAs with clear, fast response timesKey Responsibilities:First-level support for VoIP, networking, and connectivity issuesTroubleshoot SIP, call quality, latency, jitter, and registration failuresPerform basic network troubleshooting (TCP/IP, DNS, DHCP, routing basics)Troubleshoot WiFi drops, access point connectivity, and cabling-related issuesProvision phones, extensions, voicemail, call flows, and SIP trunk configsManage and prioritize tickets through our help desk systemEscalate complex problems with proper documentationUpdate knowledge base articles and internal processesMinimum 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 HaveCompTIA Network+, CCNA, or VoIP-related certificationsExperience in telecom, MSP, or VoIP carrier environmentExperience with Poly, Grandstream, or cloud PBX platformsBenefitsWhy 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: Work hours aligned with the U.S. Central time zone between 8am - 5pm M-FCompensation: 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.Join Vivant and level up your career!
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
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:
- Work hours aligned with the U.S. Central time zone between 8am - 5pm M-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.
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.
