[Hiring] Network & VoIP Technical Support @VIVANT CORP

Role Description

We are looking for a Network & VoIP Technical Support with hands-on telecom experience. Candidates must have real-world experience troubleshooting VoIP systems, SIP trunks, routers, switches, and WiFi networks. The role involves resolving call quality issues, connectivity problems, and basic network incidents in a live environment. Must be comfortable handling calls with commercial customers.

As a Network & VoIP Technical Support, you will serve as the first-line technical support for our clients, handling inbound and outbound calls and support tickets. You will diagnose and resolve common issues and ensure a positive customer experience through clear communication and structured troubleshooting.

Key Responsibilities

• Provide helpdesk support for VoIP phone systems and internet connectivity
• Respond to client calls, emails, and support tickets
• Troubleshoot VoIP call quality issues, phone registration, and connectivity problems
• Diagnose and resolve network-related issues involving routers, switches, firewalls, and WiFi devices
• Assist with PBX configuration changes such as extensions, call routing, and IVR (call tree) setup
• Support phone number porting and service provisioning for new clients
• Configure and provision VoIP phones and networking equipment
• Document troubleshooting steps and update support tickets accurately
• Escalate complex issues to senior engineers when necessary
• Follow up with clients to ensure issues are fully resolved

Tools & Technologies We Use

• Cradlepoint
• Ubiquiti
• Meraki
• Grandstream IP Phones
• Vivant Proprietary PBX
• Utiliko Business Management System

Common Issues You Will Troubleshoot

• VoIP phone registration issues
• IVR / call tree configuration
• Poor audio quality or dropped calls
• Network connectivity affecting SIP/RTP traffic
• Firewall configuration and NAT traversal issues
• Internet connectivity problems

Qualifications

• 3+ years of experience in technical support, helpdesk, or network/VoIP support
• Hands-on experience troubleshooting:
• Firewalls
• Network switches
• Wireless access points (WAPs)
• PBX systems
• VoIP phones
• Strong understanding of networking fundamentals:
• TCP/IP
• DNS
• DHCP
• NAT
• Familiarity with VoIP protocols such as SIP and RTP is a plus
• Strong problem-solving and customer communication skills
• Comfortable providing phone-based technical support to business clients