Network VoIP Support Engineer

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: candidates with primarily hardware repair or general IT helpdesk experience should not apply.

About the role

Vivant guarantees 100% uptime for SMBs. As a Level 1-2 Support Engineer, you’ll help deliver on that promise by providing hands-on VoIP and network support.

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 configurations
• Manage and prioritize tickets through our help desk system
• Escalate complex problems with proper documentation
• Update knowledge base articles and internal processes

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
• 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

• Competitive salary + bonuses
• Growth opportunities and leadership development
• Culture valuing Reliability, Product Knowledge, and Autonomy
• Meaningful impact on eliminating internet and phone outages for SMBs

Schedule

Monday to Friday, 8:00 am - 5:00 pm

Pay

Base Salary: $50,000 - $75,000 USD. Final offer depends on technical expertise, years of relevant experience, and specific skills.