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.
Essential Criteria
Not Desktop Support: If your background is primarily hardware repair or general IT helpdesk, please do not apply
VoIP Expert: You must have hands-on experience with SIP trunks, PBX systems, and network routing
English Only: Supporting U.S. customers; English fluency is required. Resumes must be in English
Requirements
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
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
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 communi
📌 Network VoIP Support Engineer (México)
🏢 Vivant
📍 México