Network VoIP Tech Support

[Mission]Vivantis 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.[Core Values] AtVivantwe 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 youHear it straight from our CEO & Founder >>> About the Role:We are hiring a VoIP Network Support withreal telecom experience— specifically inVoIP, networking, and SIP-based troubleshooting.If your background is mainlydesktop support, Microsoft troubleshooting, software/hardware repair, or general IT helpdesk, please DO NOT APPLY.This role isnotfor computer repair, Windows support, or general IT support.This is NOT a desktop support role. Candidates who only have experience with the following should NOT APPLY:Windows or Mac troubleshootingMicrosoft 365 user administrationComputer repair, hardware swaps, break/fixGeneral IT help desk with no VoIP or network experienceSoftware support rolesWe need candidates withHANDS - ON EXPERIENCEsupportingVoIP systems, SIP trunks, routers, switches, and WIFI troubleshooting.How your day looks like: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 to Second - 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 (applications without these will be rejected)2 + years of VoIP or network support experience (required)Direct experience with: SIP, PBX systems, SIP trunks , Routers, switches, WiFi troubleshootingMOS score, latency, jitter, packet lossStrong understanding of:– TCP/IP, DNS, DHCP, NAT– Basic routing/switching conceptsExperience with help desk ticketing systemsAbility to explain issues clearly to non-technical usersStrong written communication — clear notes and documentation requiredCustomer-first mindset and ability to stay calm under pressure - Nice to HaveCompTIA Network+, CCNA, or VoIP-related certificationsExperience in telecom, MSP, or VoIP carrier environmentExperience with Poly, GrandStream, or cloud PBX platformsWork EnvironmentOnsite — Cebu IT ParkFast-paced telecom environmentGrowth opportunities into Tier 2, NOC, or engineering roles.Why Join Us?Competitive salaryGrowth-focused teamExposure to telecom systems, PBX platforms, and advanced VoIP networkingJob Types:Full-time, PermanentBenefits:Company Christmas giftCompany eventsHealth insuranceOn-site parkingOpportunities for promotionPaid trainingApplication Question(s):Willing to work at Cebu IT Park (Onsite) ? Yes / NoWilling to work on US Central time = PH Graveyard Shift? Yes/NoExperience:Network engineering: 2 years (Required)Language:English (Required)Join Vivant and take your career to the next level