[Hiring] Level 1 Network & VoIP Support Engineer @VIVANT CORP

Role Description

As a Level 1 Network & VoIP Support Engineer, you will be the first line of defense for customer technical issues across networking, VoIP, and managed connectivity services. You will own support tickets end-to-end by troubleshooting issues, responding to alerts, coordinating with field technicians and vendors, and ensuring customer environments remain online. This is a hands-on technical support role within a real MSP/NOC environment, not a traditional call center position.

What You'll Do

• Customer & Technical Support:
  • Serve as the first point of contact via phone, email, chat, and ticketing systems.
  • Own, update, and resolve support tickets from start to finish.
  • Provide clear, professional, and timely updates to customers.
  • Meet established response and resolution SLAs.
• Troubleshooting:
  • Support and troubleshoot Internet connectivity and WAN outages.
  • ISP degradation and circuit issues.
  • VoIP, SIP, RTP, and PBX-related issues.
  • Call quality, registration, and audio problems.
  • LTE failover (Cradlepoint devices).
  • UniFi switches, gateways, and access points.
  • Grandstream VoIP phones and devices.
  • General LAN/WAN networking issues.
• Monitoring & Escalation:
  • Monitor alerts, dashboards, and ticket queues.
  • Prioritize customer-impacting incidents.
  • Escalate complex issues to Level 2 support, engineering teams, vendors, or carriers as needed.
  • Maintain ownership of issues until fully resolved or reassigned.
  • Track escalations through completion.
• Provisioning & Configuration:
  • Provision and support UniFi networking equipment.
  • Configure VoIP users, extensions, call routing, and PBX systems.
  • Support Grandstream devices and Cradlepoint LTE failover deployments.
• Field Coordination:
  • Create scopes of work for onsite technicians.
  • Coordinate Field Nation dispatches and installations.
  • Verify job completion and documentation.
• Process & Documentation:
  • Follow established SOPs and knowledge base documentation.
  • Document troubleshooting steps clearly and accurately.
  • Participate in training sessions and continuous learning.
  • Utilize downtime for technical upskilling and documentation review.

Qualifications

• At least 1 year of experience in Technical Support, Help Desk, NOC, MSP, ISP, or telecommunications support.
• Strong spoken and written English communication skills.
• Experience supporting customers via phone, email, and chat.
• Basic networking knowledge, including:
  • TCP/IP
  • DNS
  • DHCP
  • VLANs
  • NAT
  • WAN/LAN
  • PoE fundamentals
• Basic understanding of VoIP technologies (SIP and RTP).
• Strong analytical and troubleshooting skills.
• Reliable high-speed internet connection and a dedicated home office suitable for remote work.
• Willingness to work U.S. Central Time (CST) business hours, including rotating shifts, weekends, and holidays.

Requirements

• Experience in an MSP, ISP, or NOC environment.
• Experience with UniFi networking equipment.
• Familiarity with Cradlepoint LTE devices.
• Experience with Grandstream VoIP systems.
• PBX administration experience.
• Experience coordinating Field Nation technicians.
• Familiarity with ticketing platforms such as ConnectWise, Halo, Zendesk, or similar.

Certifications (Preferred)

• CompTIA Network+
• Cisco CCNA
• Juniper JNCIA
• Other networking or VoIP certifications

What We're Looking For

• Strong ownership mindset—you take responsibility for resolving issues.
• Excellent customer service skills.
• Ability to remain calm during critical outages.
• Strong organization and attention to detail.
• Ability to prioritize multiple tasks effectively.
• Self-motivated and proactive.
• Collaborative team player.

Benefits

• Competitive salary with performance-based incentives.
• Career growth opportunities within a rapidly growing U.S.-based MSP.
• Exposure to enterprise networking, VoIP, and managed IT technologies.
• A collaborative, high-performance team focused on continuous learning and technical excellence.

Work Schedule

• Remote (Zimbabwe)
• U.S. Central Time (CST) business hours
• Rotating shifts, weekends, and holiday coverage as required