MUST LIVE IN THE DALLAS-FORT WORTH AREA. 100% In-Office with no WFH/REMOTE Setup.
We are seeking a Level 1 Help Desk Support Technician with hands-on telecom experience. Candidates must have real-world experience supporting VoIP systems, SIP trunks, routers, switches, and WiFi networks. This role requires the ability to troubleshoot call quality issues, connectivity problems, and basic network-related incidents in a production environment.
Vivant is on a mission to eliminate the frustrations of internet, phone, network, and WiFi outages for SMBs by guaranteeing 100% uptime through innovative solutions and exceptional support. We totally eliminate costly outages so the businesses can focus on what truly matters, driving growth and success.
At Vivant we don’t just hire for open roles—we hire for impact.
If you’re exceptional at what you do and align with our core values: Reliability, Product Knowledge, Process Knowledge and Autonomy, we want to know you!
Stand out from the crowd. Hear it straight from our CEO & Founder! >> https://youtu.be/lvLZ_RP6pdE?si=hARmByFoRtmMvdxD
About the Role:
As a Network and VoIP Support Engineer, you are the first-line technical support for our clients. This role is responsible for proactively diagnosing and resolving common issues, and ensuring a positive customer experience through clear communication and methodical troubleshooting.
We are looking for someone with a strong foundation in networking and some VoIP, eager to learn, and can follow established troubleshooting processes. The candidate should be motivated to gain this knowledge through training, demonstrate initiative, communicate effectively with customers, and escalate issues appropriately to ensure efficient and fast resolution.
Your day-to-day life Network & VoIP Support:
A day-to-day schedule would consist of answering client calls, responding to emails and resolving client issues, either with the internet, phone service, changes to client PBX, troubleshooting network equipment (firewalls, switches, wifi devices) as well as provisioning equipment for new clients, porting phone numbers, and following up on previous support tickets to ensure all issues are resolved in a timely manner.
Hardware/Software Stack that we frequently use:
- Cradlepoint
- Ubiquiti
- Meraki
- Grandstream IP phones
- Vivant Proprietary PBX
- Utiliko Business Management System
Troubleshoot VoIP-related issues including:
- Phone registration
- Call Tree Setup (IVR)
- Audio quality
- Network connectivity problems affecting SIP/RTP
- Firewall configuration and NAT traversal issues
Accurately document customer interactions, troubleshooting steps, and resolutions.
Escalate unresolved or advanced issues to other team members to resolve the matter.
Tablestakes:
- Minimum of 2 years of experience in a similar role
- Experience with managing Firewalls, Switches, WAPs, PBX and VoIP Phones
- Experience with networking protocols and troubleshooting: TCP/IP, DNS, DHCP, NAT and similar
- Knowledge of VoIP protocols such as SIP and RTP (not required, but nice to have).
- Ability to identify and resolve audio quality and call setup issues.
- Ability to perform basic troubleshooting procedures and diagnostic tests.
- Strong communication, documentation, and problem-solving skills.
- Team-oriented mindset with willingness to collaborate and learn.
Schedule:
- Work hours aligned with the U.S. Central time zone between 8am - 5pm M-F
Location and Work Set-up:
On-Site: Dallas, TX
Compensation:
- $50,000 to $75,000 Base Salary per year
- 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 (more details below).
Benefits:
- Company Events
- Healthcare Plans
- Paid Training
- Opportunities for Promotion
- Holiday Cash Gift
- Recognition and Rewards
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
Be consistent and reliable. Deliver on time, follow through, and take ownership of results.
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. Autonomy to leverage your expertise, taking responsibility for outcomes, and exercising sound judgment.
Join Vivant and take your career to the next level!
