Provide first- and second-level on-site VoIP and network support for DFW clients: troubleshoot SIP trunks, PBX registration, call quality (MOS, jitter, latency, packet loss), routers, switches, and WiFi; run diagnostics (SIP traces, pings, traceroutes); provision phones and SIP configs; manage tickets, meet SLAs, document steps, and escalate complex issues to senior engineers.
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!
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