Network VoIP Support Engineer

We need to output HTML fragment with sections: About the role? The posting includes description at top: "Vivant is on a mission...". Could be "About the role". Then Responsibilities, Requirements, Qualifications? The posting has "Essential Criteria", "Requirements", "Key Responsibilities", "Minimum Requirements", "Nice to Have", "Benefits", "Schedule", "Compensation". We need to map to allowed headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We should include sections only if there is real specific content. We need to preserve all substantive info, not invent. Remove boilerplate. We need to use

for section headings. Use

• for any list of duties/requirements/benefits, and

  for prose. We must not repeat job title as heading. No Job ID. We need to decide which sections to include. We have: - About the role: could be the introductory paragraph: "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." That's substantive. - Responsibilities: we have "Your day to day life as a Support Engineer:" list, and also "Key Responsibilities" list. Combine? We can make a Responsibilities section with bullet list of duties. - Requirements: we have "Essential Criteria" (must reside in DFW, comfortable working on-site, not desktop support, hands-on VoIP & network support experience). Also "Minimum Requirements" (2+ years VoIP or Network Support experience, strong understanding of TCP/IP, DNS, DHCP, NAT, practical expertise with SIP, PBX, SIP trunks, routers, switches, WiFi troubleshooting, experience with ticketing systems and remote customer rapport, ability to communicate technical info, driven proactive mindset, solid understanding of key VoIP metrics). Also "Nice to Have" (certifications, experience, platforms). Could be under Requirements or Qualifications. The allowed headings include Requirements and Qualifications and Skills. We need to decide mapping. We could put "Requirements" for essential criteria and minimum requirements (mandatory). "Qualifications" for nice-to-have? Or "Skills" for skills list. But we need to avoid thin sections. We have a lot of content; we can split into: - About the role (intro) - Responsibilities (duties) - Requirements (essential criteria + minimum requirements) - Qualifications (nice-to-have) - Benefits (benefits description) - Schedule (schedule) - Pay (compensation) We must not include sections with filler like "commensurate with experience". We have actual schedule: Monday to Friday, 8:00 am - 5:00 pm. Pay: Base Salary: $50,000 – $75,000 USD. 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." We need to output only HTML fragment. We must use

  • for any list of duties/requirements/benefits. So for each section that has list items, we need
    • . For prose, use

      . We need to ensure we don't duplicate content. Let's extract content. Intro: "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." That's prose. Responsibilities: We have two lists: "Your day to day life as a Support Engineer:" and "Key Responsibilities". Combine them into one list maybe. List items from "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 From "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 We can combine all into one bullet list under Responsibilities. Requirements: essential criteria + minimum requirements. 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. 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. We can list these as bullet points. Qualifications (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: - 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 Pay: - 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. We need to ensure we don't include filler like "Determining Factors:" maybe it's okay as it's substantive. It's not placeholder. We need to output HTML fragment only. We'll structure:

      About the role

      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.

      Responsibilities

      • 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
      • 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

      Requirements

      • 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.
      • 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.
      • Practical expertise with 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.

      Qualifications

      • CompTIA Network+, CCNA, or VoIP-related certifications
      • Experience in telecom, MSP, or VoIP carrier environment
      • Experience with Poly, Grandstream, or cloud PBX platforms

      Benefits

      • 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

      Pay

      • 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.
      Check for any duplicated content: We have some duplication like "Practical expertise with SIP, PBX systems, and SIP trunks." and "Practical expertise with routers, switches, and WiFi troubleshooting." That's fine. We need to ensure we didn't include any boilerplate like EEO etc. Not present.