About Vivant
Vivant is a fast-growing U.S.-based Managed Services Provider (MSP) delivering enterprise-grade connectivity, networking, VoIP, and managed IT solutions to multi-location businesses across the United States.
We operate in a high-performance, fast-paced environment where uptime, accountability, and customer experience matter.
We're looking for driven, technical, and customer-focused engineers who want real ownership, continuous learning, and long-term career growth in a dynamic MSP environment.
Role Overview
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.
Requirements
- 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.
Preferred Qualifications
- 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
Why Join Vivant?
- 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
