DescriptionVivant 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 CriteriaNot 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.RequirementsYour day to day life as a Support Engineer:Answer incoming client calls related to VoIP, internet, or WIFI issuesWork tickets involving call quality, dropped calls, network drops, or routing problemsRun diagnostics (SIP traces, pings, traceroutes, MOS score review, packet loss checks)Assist with PBX provisioning, phone registration, and softphone setupPrioritize outages (phones down, internet down, WiFi down)Document every step clearly and communicate status updates professionallyEscalate advanced issues to senior telecom engineers when appropriateMaintain ticket SLAs with clear, fast response timesKey Responsibilities:First-level support for VoIP, networking, and connectivity issuesTroubleshoot SIP, call quality, latency, jitter, and registration failuresPerform basic network troubleshooting (TCP/IP, DNS, DHCP, routing basics)Troubleshoot WiFi drops, access point connectivity, and cabling-related issuesProvision phones, extensions, voicemail, call flows,



and SIP trunk configsManage and prioritize tickets through our help desk systemEscalate complex problems with proper documentationUpdate knowledge base articles and internal processesMinimum 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 communicate technical information clearly and simply to non-technical users.A driven and proactive mindset paired with a passion for continuous learning and making a meaningful impact on our company's success.Solid understanding of key VoIP metrics such as MOS score, latency, jitter, and packet loss.Nice to HaveCompTIA Network+, CCNA, or VoIP-related certificationsExperience in telecom, MSP, or VoIP carrier environmentExperience with Poly, Grandstream, or cloud PBX platformsBenefitsWhy Vivant?
Growth: Competitive salary + bonuses.
We hire for impact and promote leaders.Culture: We value Reliability, Product Knowledge, and Autonomy.Impact: Help us eliminate the frustrations of internet and phone outages for good.Schedule: Work hours aligned with the U.S. Central time zone between 8am - 5pm M-FCompensation: Monthly Base Salary: $1,500 – $2,500 USD.Determining Factors: Final offer depends on technical expertise, years of relevant experience, and specific skills.Note: This range covers base pay only; all other benefits will be discussed during the offer stage.Join Vivant and level up your career!

📌 Network Voip Support Engineer (Remote - Latam) (México)
🏢 Vivant Business Phone Systems
📍 México