Network VoIP Support Engineer (Remote) at Vivant
South Africa
<p>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.</p><p></p><p>Essential Criteria</p><ul><li>Not Desktop Support: If your background is primarily hardware repair or general IT helpdesk, please do not apply.</li><li>VoIP Expert: You must have hands-on experience with SIP trunks, PBX systems, and network routing.</li><li>English Only: Supporting U.S. customers; English fluency is required. Resumes must be in English.</li></ul> <p>Your day to day life as a Support Engineer:</p><ul><li>Answer incoming client calls related to VoIP, internet, or WIFI issues</li><li>Work tickets involving call quality, dropped calls, network drops, or routing problems</li><li>Run diagnostics (SIP traces, pings, traceroutes, MOS score review, packet loss checks)</li><li>Assist with PBX provisioning, phone registration, and softphone setup</li><li>Prioritize outages (phones down, internet down, WiFi down)</li><li>Document every step clearly and communicate status updates professionally</li><li>Escalate advanced issues to senior telecom engineers when appropriate</li><li>Maintain ticket SLAs with clear, fast response times</li></ul><p></p><p>Key Responsibilities:</p><ul><li>First-level support for VoIP, networking, and connectivity issues</li><li>Troubleshoot SIP, call quality, latency, jitter, and registration failures</li><li>Perform basic network troubleshooting (TCP/IP, DNS, DHCP, routing basics)</li><li>Troubleshoot WiFi drops, access point connectivity, and cabling-related issues</li><li>Provision phones, extensions, voicemail, call flows, and SIP trunk configs</li><li>Manage and prioritize tickets through our help desk system</li><li>Escalate complex problems with proper documentation</li><li>Update knowledge base articles and internal processes</li></ul><p></p><p>Minimum Requirements:</p><ul><li>2+ years of VoIP or Network Support experience.</li><li>Strong understanding of TCP/IP, DNS, DHCP, and NAT.</li><li>Practical expertise with:</li><ul><li>SIP, PBX systems, and SIP trunks.</li><li>Routers, switches, and WiFi troubleshooting.</li></ul><li>Experience with ticketing systems and remote customer rapport.</li><li>Ability to communicate technical information clearly and simply to non-technical users.</li></ul><ul><li>A driven and proactive mindset paired with a passion for continuous learning and making a meaningful impact on our company’s success.</li><li>Solid understanding of key VoIP metrics such as MOS score, latency, jitter, and packet loss.</li></ul><p></p><p>Nice to Have</p><ul><li>CompTIA Network+, CCNA, or VoIP-related certifications</li><li>Experience in telecom, MSP, or VoIP carrier environment</li><li>Experience with Poly, Grandstream, or cloud PBX platforms</li></ul> Schedule<ul><li>Work hours aligned with the U.S. Central time zone between 8am - 5pm M-F</li></ul><p></p>Compensation & Growth<ul><li>Competitive base salary (based on experience)</li><li>Performance and recognition bonuses</li><li>Clear path to career advancement and leadership opportunities</li><li>Work in a fast-growing, performance-driven environment</li></ul><p></p>Why Join Vivant?<ul><li>High-impact role with real earning potential</li><li>Opportunities to grow as the company scales</li><li>Leadership opportunities for top performers</li></ul>
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