Description 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

📌 Network VoIP Support Engineer (Ciudad de México)
🏢 Vivant Business Phone Systems
📍 Ciudad de México