Network VoIP Support Engineer (Remote - LATAM)

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

• Not Desktop Support: If your background is primarily hardware repair or general IT helpdesk, please do not apply.
• VoIP Expert: You must have hands-on experience with SIP trunks, PBX systems, and network routing.
• English Only: Supporting U.S. customers; English fluency is required. Resumes must be in English.

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