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
Yourdaytodaylifeasa Support Engineer:
- AnswerincomingclientcallsrelatedtoVoIP,internet,orWIFIissues
- Workticketsinvolvingcallquality,droppedcalls,networkdrops,orroutingproblems
- Rundiagnostics(SIPtraces,pings,traceroutes,MOSscorereview,packetlosschecks)
- AssistwithPBXprovisioning,phoneregistration,andsoftphonesetup
- Prioritizeoutages(phonesdown,internetdown,WiFidown)
- Documenteverystepclearlyandcommunicatestatusupdatesprofessionally
- Escalateadvancedissuestoseniortelecomengineerswhenappropriate
- MaintainticketSLAswithclear,fastresponsetimes
KeyResponsibilities:
- First-levelsupportforVoIP,networking,andconnectivityissues
- TroubleshootSIP,callquality,latency,jitter,andregistrationfailures
- Performbasicnetworktroubleshooting(TCP/IP,DNS,DHCP,routingbasics)
- TroubleshootWiFidrops,accesspointconnectivity,andcabling-relatedissues
- Provisionphones,extensions,voicemail,callflows,andSIPtrunkconfigs
- Manageandprioritizeticketsthroughourhelpdesksystem
- Escalatecomplexproblemswithproperdocumentation
- Updateknowledgebasearticlesandinternalprocesses
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.
NicetoHave
- CompTIANetwork+,CCNA,orVoIP-relatedcertifications
- Experienceintelecom,MSP,orVoIPcarrierenvironment
- ExperiencewithPoly,Grandstream,orcloudPBXplatforms
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!
