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We guarantee 100% uptime for SMBs, and we’re looking for a Level 1-2 Support Engineers to help us deliver on that promise.\nEssential Criteria\nNot Desktop Support: If your background is primarily hardware repair or general IT helpdesk, please do not apply.\nVoIP Expert: You must have hands-on experience with SIP trunks, PBX systems, and network routing.\nEnglish Only: Supporting U.S. customers; English fluency is required. Resumes must be in English.\nRequirements\nYour day to day life as a Support Engineer:\nAnswer incoming client calls related to VoIP, internet, or WIFI issues\nWork tickets involving call quality, dropped calls, network drops, or routing problems\nRun diagnostics (SIP traces, pings, traceroutes, MOS score review, packet loss checks)\nAssist with PBX provisioning, phone registration, and softphone setup\nPrioritize outages (phones down, internet down, WiFi down)\nDocument every step clearly and communicate status updates professionally\nEscalate advanced issues to senior telecom engineers when appropriate\nMaintain ticket SLAs with clear, fast response times\nKey Responsibilities:\nFirst-level support for VoIP, networking, and connectivity issues\nTroubleshoot SIP, call quality, latency, jitter, and registration failures\nPerform basic network troubleshooting (TCP/IP, DNS, DHCP, routing basics)\nTroubleshoot WiFi drops, access point connectivity, and cabling-related issues\nProvision phones, extensions, voicemail, call flows, and SIP trunk configs\nManage and prioritize tickets through our help desk system\nEscalate complex problems with proper documentation\nUpdate knowledge base articles and internal processes\nMinimum Requirements:\n2+ years of VoIP or Network Support experience.\nStrong understanding of TCP/IP, DNS, DHCP, and NAT.\nPractical expertise with:\nSIP, PBX systems, and SIP trunks.\nRouters, switches, and WiFi troubleshooting.\nExperience with ticketing systems and remote customer rapport.\nAbility to communicate technical information clearly and simply to non-technical users.\nA driven and proactive mindset paired with a passion for continuous learning and making a meaningful impact on our company’s success.\nSolid understanding of key VoIP metrics such as MOS score, latency, jitter, and packet loss.\nNice to Have\nCompTIA Network+, CCNA, or VoIP-related certifications\nExperience in telecom, MSP, or VoIP carrier environment\nExperience with Poly, Grandstream, or cloud PBX platforms\nBenefits\nWhy Vivant?\nGrowth: Competitive salary + bonuses. 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