Network VoIP Support Engineer
About The Position
Vivant is on a mission to eliminate business downtime, guaranteeing 100% uptime for SMBs. This role is for a Level 1-2 Support Engineer to help deliver on that promise. The position requires hands-on VoIP and network support experience, including troubleshooting SIP trunks, PBX systems, routers, switches, WiFi networks, and network routing. The engineer will answer client calls, work tickets related to call quality and network issues, run diagnostics, assist with PBX provisioning, prioritize outages, document steps, communicate status updates, escalate advanced issues, and maintain ticket SLAs.
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.
- Practical expertise with: 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
Benefits
- Competitive salary + bonuses
- We hire for impact and promote leaders.
- Reliability, Product Knowledge, and Autonomy are valued.
- Help us eliminate the frustrations of internet and phone outages for good.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
