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
Yourย dayย toย dayย lifeย asย a Support Engineer:
- Answerย incomingย clientย callsย relatedย toย VoIP,ย internet,ย orย WIFIย issues
- Workย ticketsย involvingย callย quality,ย droppedย calls,ย networkย drops,ย orย routingย problems
- Runย diagnosticsย (SIPย traces,ย pings,ย traceroutes,ย MOSย scoreย review,ย packetย lossย checks)
- Assistย withย PBXย provisioning,ย phoneย registration,ย andย softphoneย setup
- Prioritizeย outagesย (phonesย down,ย internetย down,ย WiFiย down)
- Documentย everyย stepย clearlyย andย communicateย statusย updatesย professionally
- Escalateย advancedย issuesย toย seniorย telecomย engineersย whenย appropriate
- Maintainย ticketย SLAsย withย clear,ย fastย responseย times
Keyย Responsibilities:
- First-levelย supportย forย VoIP,ย networking,ย andย connectivityย issues
- Troubleshootย SIP,ย callย quality,ย latency,ย jitter,ย andย registrationย failures
- Performย basicย networkย troubleshootingย (TCP/IP,ย DNS,ย DHCP,ย routingย basics)
- Troubleshootย WiFiย drops,ย accessย pointย connectivity,ย andย cabling-relatedย issues
- Provisionย phones,ย extensions,ย voicemail,ย callย flows,ย andย SIPย trunkย configs
- Manageย andย prioritizeย ticketsย throughย ourย helpย deskย system
- Escalateย complexย problemsย withย properย documentation
- Updateย knowledgeย baseย articlesย andย internalย 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.
Niceย toย Have
- CompTIAย Network+,ย CCNA,ย orย VoIP-relatedย certifications
- Experienceย inย telecom,ย MSP,ย orย VoIPย carrierย environment
- Experienceย withย Poly,ย Grandstream,ย orย cloudย PBXย 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:ย
- Monday to Friday, 8:00 am - 5:00 pm
Compensation:ย
- 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!