ఉద్యోగ వివరణ

About Vivant

Vivant is a rapidly expanding U.S.-based Managed Services Provider that delivers top-tier connectivity, networking, VoIP, and managed IT services to businesses with multiple locations across the United States. The company thrives in a demanding environment where uptime, accountability, and customer satisfaction are paramount.

Role Overview

This role as a Level 1 Network & VoIP Support Engineer places you as the initial point of contact for customers facing technical issues involving networking, VoIP, and connectivity. You will take full ownership of support cases by troubleshooting, managing alerts, collaborating with field technicians and vendors, and ensuring continuous service availability.

Key Responsibilities

Act as the primary contact for customers via phone, email, chat, and ticketing systems.
Manage support tickets from initiation to resolution with accurate and timely updates.
Diagnose and resolve issues related to internet connectivity, WAN outages, ISP circuit issues, and LAN/WAN problems.
Troubleshoot VoIP-related problems including SIP, RTP, PBX, call quality, registration, and audio issues.
Support LTE failover using Cradlepoint devices, and manage UniFi switches, gateways, and access points configurations.
Monitor alerts and ticket queues, prioritize critical incidents, and escalate complex problems appropriately.
Provision and configure networking equipment and VoIP systems, including UniFi, Grandstream, and Cradlepoint hardware.
Coordinate field technicians through creating scopes of work and managing onsite deployments.
Maintain thorough documentation following SOPs and participate in continuous training and skill development.

Qualifications and Requirements

Minimum one year experience in technical support roles within Help Desk, NOC, MSP, ISP, or telecom sectors.
Proficient English communication skills, both spoken and written.
Experience supporting customers through multiple communication channels.
Fundamental networking knowledge including TCP/IP, DNS, DHCP, VLANs, NAT, WAN/LAN, and PoE concepts.
Basic understanding of VoIP protocols such as SIP and RTP.
Strong analytical and troubleshooting capabilities.
Reliable high-speed internet and a dedicated remote workspace.
Availability to work US Central Time hours with rotating shifts, weekends, and holidays.

Preferred Skills and Certifications

Work experience within MSP, ISP, or NOC environments.
Familiarity with UniFi networking hardware and Cradlepoint LTE devices.
Knowledge of Grandstream VoIP systems and PBX administration.
Experience managing dispatch and coordination of Field Nation technicians.
Comfort using ticketing platforms like ConnectWise, Halo, Zendesk, or comparable tools.
Certifications such as CompTIA Network+, Cisco CCNA, Juniper JNCIA, or similar networking/VoIP credentials.

Desired Attributes

Strong sense of accountability and ownership over issues.
Excellent customer service skills and the ability to maintain composure under pressure.
Detail-oriented with strong organizational skills.
Ability to prioritize multiple tasks effectively and self-motivation.
Team-oriented with willingness to collaborate.

Benefits and Work Schedule

Competitive compensation with incentives based on performance.
Opportunities for career advancement in a growing U.S. MSP environment.
Experience working with enterprise-grade networking, VoIP, and IT technologies.
Engagement with a skilled, high-performing team committed to technical excellence and learning.
Remote position based in Zimbabwe, aligned with US Central Time business hours.
Shift work includes rotations covering weekends and holidays as necessary.

Level 1 Network & VoIP Support Engineer