Network & VoIP Helpdesk Support

VIVANT CORP•Farmers Branch, TX

35d•Onsite

About The Position

As a Network & VoIP Helpdesk Support, you will serve as the first-line technical support for our clients, handling inbound and outbound calls and support tickets. You will diagnose and resolve common issues and ensure a positive customer experience through clear communication and structured troubleshooting.

Requirements

3+ years of experience in technical support, helpdesk, or network/VoIP support.
Hands-on experience troubleshooting:
Firewalls
Network switches
Wireless access points (WAPs)
PBX systems
VoIP phones
Strong understanding of networking fundamentals:
TCP/IP
DNS
DHCP
NAT
Strong problem-solving and customer communication skills
Comfortable providing phone-based technical support to business clients

Nice To Haves

Familiarity with VoIP protocols such as SIP and RTP is a plus

Responsibilities

Provide helpdesk support for VoIP phone systems and internet connectivity
Respond to client calls, emails, and support tickets
Troubleshoot VoIP call quality issues, phone registration, and connectivity problems
Diagnose and resolve network-related issues involving routers, switches, firewalls, and WiFi devices
Assist with PBX configuration changes such as extensions, call routing, and IVR (call tree) setup
Support phone number porting and service provisioning for new clients
Configure and provision VoIP phones and networking equipment
Document troubleshooting steps and update support tickets accurately
Escalate complex issues to senior engineers when necessary
Follow up with clients to ensure issues are fully resolved.