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Network VoIP Support Engineer

VIVANT CORP · Farmers Branch, Vereinigte Staaten Von Amerika · On-site

  • Ufficio in Farmers Branch
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Description

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

  • 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.
  • Not Desktop Support: If your background is primarily hardware repair or general IT helpdesk, please do not apply.
  • Hands-On VoIP & Network Support Experience: You must have real-world experience troubleshooting SIP trunks, PBX systems, routers, switches, WiFi networks, and network routing.

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: 

  • Monday to Friday, 8:00 am - 5:00 pm

Compensation: 

  • Base Salary: $50,000 – $75,000 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!