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Vivant Corporation · 1 day ago

Level 1 Network & VoIP Support Engineer

Farmers Branch, TX

Full-time

Onsite

Entry Level

$50K/yr - $70K/yr

3+ years exp

Vivant Corp is hiring a Level 1 Network & VoIP Support Engineer to provide first-level support for VoIP and networking issues. The role involves troubleshooting connectivity problems, running diagnostics, and assisting with PBX provisioning while ensuring clear communication and documentation.

Consumer ElectronicsElectrical DistributionEnergy

Responsibilities

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

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

Qualification

VoIP support experienceSIP troubleshootingNetworking experienceTCP/IP knowledgeHelp desk ticketing systemsBasic routing/switchingWiFi troubleshootingPBX systemsExperience in telecomCompTIA Network+ certificationCCNA certificationWritten communicationCustomer-first mindsetCalm under pressureDocumentation skills