Role Description This is an English-only technical support role supporting U.S.-based business customers. Spanish-only experienced applicants will not be considered. ALL RESUMES MUST BE SUBMITTED IN ENGLISH. SUBMISSIONS THAT DO NOT COMPLY MAY NOT BE CONSIDERED. This is NOT a desktop support role. If your background is mainly desktop support, Microsoft troubleshooting, software/hardware repair, or general IT helpdesk, please do not apply. We need candidates with hands-on experience supporting VoIP systems, SIP trunks, routers, switches, and WIFI troubleshooting. We are hiring a Level 1-2 VoIP Network Support Technician with real telecom experience — specifically in VoIP, networking, and SIP-based troubleshooting. 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 Qualifications - 2+ years of VoIP or network support experience (required) - Direct experience with: - SIP, PBX systems, SIP trunks - Routers, switches, WiFi troubleshooting - Strong verbal and written communication skills with the ability to engage and build rapport remotely - Can-do attitude and growth mindset—excited to hustle, build, and scale with the company - Strong understanding of: - TCP/IP, DNS, DHCP, NAT - Basic routing/switching concepts - Experience with help desk ticketing systems - Ability to explain issues clearly to non-technical users - Strong written communication—clear notes and documentation required - Customer-first mindset and ability to stay calm under pressure Requirements - 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 Benefits - Competitive Salary + Bonuses – The harder you work, the more you earn - Career Growth – As the company expands, we want you to grow with us - Leadership Opportunities – If you can build and manage a sales team, we’ll back you all the way Schedule - Work hours aligned with the U.S. Central time zone between 8am - 5pm M-F Compensation The salary range may be inclusive of several levels that would be applicable to the position. Final salary will be based on a number of factors including, level, relevant prior experience, skills, and expertise. This range is only inclusive of base salary, not benefits. Vivant Core Values Our core values are the heart and soul of this incredible company. Our foundational values guide how we work, serve clients, and collaborate as a team. The right person for this role will appreciate each of these values, personally subscribe to them, and understand why each is critical to having a great business. - Trustworthy: Reliable in action. Integrity at heart. We do what we say we will do, with honesty and moral courage. - Product Knowledge: Develop a strong understanding of our solutions so you can confidently support, explain, and improve them. - Process Knowledge: Master the SOPs, tools, and systems required for your role to ensure efficiency, accuracy, and collaboration. - Autonomy: Take initiative, think critically, and solve problems independently while staying aligned with company goals. Join Vivant and take your career to the next level!

• Collaborate with other team members on IT projects • Manage network infrastructure and security systems • Troubleshoot software, hardware, and network issues • Provide technical support to internal teams

• Serve as subject matter expert (SME) for complex network systems • Support standards for low-latency networks in high-traffic retail and omnichannel environments • Design and select business-critical storage, data center, and client/server environments to design solutions • Analyze information, draft engineering standards and specifications • Discuss and recommend more complex or innovative technical developments • Design and plan fault isolation and resolution for complex challenges • Lead in detecting and analyzing security incidents

• designs, implements, maintains, and supports growing network infrastructure • responsible for supporting scalable, maintainable, highly available network architectures in tier III environments • delivers personal tasks on time and leads the delivery of tasks for natural or cross-functional workgroup • participates in cross-functional projects • creates System Design Documents • estimates system level and enterprise solution project details • responsible for fulfilling end-user requests • provides on call support as required