\[Mission] Vivant is on a mission to eliminate the frustrations of internet, phone, network, and WiFi outages for SMBs by guaranteeing 100% uptime through innovative solutions and exceptional support. We totally eliminate costly outages so the businesses can focus on what truly matters, driving growth and success. \[Core Values] At Vivant we don’t just hire for open roles—we hire for impact. If you’re exceptional at what you do and align with our core values: Reliability, Product Knowledge, Process Knowledge and Autonomy, we want to know you! **About the Role:** **This is an English\-only technical support role supporting U.S.\-based business customers. Spanish\-only experienced applicants will not be considered.** **ALL RESUMES MUST BE IN ENGLISH.** **This is NOT a desktop support role.** If your background is mainly **desktop support, Microsoft troubleshooting, software/hardware repair, or general IT helpdesk**, please do not apply. We need candidates with hands\-on experience supporting **VoIP systems, SIP trunks, routers, switches, and WIFI troubleshooting**. We are hiring a Level 1\-2 Help Desk Support Technician with *real telecom experience* — specifically in **VoIP, networking, and SIP\-based troubleshooting**. At Vivant, we hold ourselves to high standards of professionalism and integrity. Our core values—Reliability, Product Knowledge, Process Knowledge and Autonomy —guide how we interact with clients and approach our work. **Hear it straight from our CEO \& Founder! \>\>** https://www.youtube.com/watch?v\=lvLZ\_RP6pdE **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 **Table Stakes:** Minimum Requirements (applications without these will be rejected) * **2\+ years of VoIP or network support experience (required)** * Direct experience with: * **SIP, PBX systems, SIP trunks** * **Routers, switches, WiFi troubleshooting** * Strong verbal and written communication skills with the ability to engage and build rapport remotely. * Can\-do attitude and growth mindset—excited to hustle, build, and scale with the company. – **MOS score, latency, jitter, packet loss** * **Strong understanding of:** – TCP/IP, DNS, DHCP, NAT– Basic routing/switching concepts * Experience with help desk ticketing systems * Ability to explain issues clearly to non\-technical users * Strong written communication — clear notes and documentation required * Customer\-first mindset and ability to stay calm under pressure **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** **Perks \& Growth Potential:** * *Competitive Salary \+ Bonuses* – The harder you work, the more you earn. * *Career Growth* – As the company expands, we want you to grow with us. * *Leadership Opportunities* – If you can build and manage a sales team, we’ll back you all the way. **Schedule:** * Work hours aligned with the U.S. Central time zone between 8am \- 5pm M\-F **Compensation:** * The salary range may be inclusive of several levels that would be applicable to the position. Final salary will be based on a number of factors including, level, relevant prior experience, skills, and expertise. This range is only inclusive of base salary, not benefits (more details below). Vivant **Core Values** Our core values are the heart and soul of this incredible company. Our foundational values guide how we work, serve clients, and collaborate as a team. The right person for this role will appreciate each of these values, personally subscribe to them, and understand why each is critical to having a great business. **Trustworthy** Reliable in action. Integrity at heart. We do what we say we will do, with honesty and moral courage. **Product Knowledge** Develop a strong understanding of our solutions so you can confidently support, explain, and improve them. **Process Knowledge** Master the SOPs, tools, and systems required for your role to ensure efficiency, accuracy, and collaboration. **Autonomy** Take initiative, think critically, and solve problems independently while staying aligned with company goals. Autonomy to leveraging your expertise, taking responsibility for outcomes, and exercising sound judgment. **Join Vivant and take your career to the next level!**