Network VoIP Support Engineer

VIVANT CORP•Farmers Branch, TX

3d•Onsite

About The Position

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. This is an in-office position with no remote or work-from-home option, and it is not a Desktop Support role. If your background is primarily hardware repair or general IT helpdesk, please do not apply. You must have real-world experience troubleshooting SIP trunks, PBX systems, routers, switches, WiFi networks, and network routing.

Requirements

Must reside in the Dallas-Fort Worth (DFW) area.
Comfortable working 100% on-site: this is an in-office position with no remote or work-from-home option.
Hands-On VoIP & Network Support Experience: You must have real-world experience troubleshooting SIP trunks, PBX systems, routers, switches, WiFi networks, and network routing.
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 Haves

CompTIA Network+, CCNA, or VoIP-related certifications
Experience in telecom, MSP, or VoIP carrier environment
Experience with Poly, Grandstream, or cloud PBX platforms

Responsibilities

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
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