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Level 1 Network & VoIP Support Engineer (Remote - Zimbabwe)

4 hours, 48 minutes ago
Zimbabwe
Full-time
Junior
Network Engineer
DevOps and Infrastructure
DHCP DNS TCP/IP
Apply Now
Vivant Business Phone Systems

Vivant Business Phone Systems

Vivant Corp offers turnkey communication solutions with a 100% uptime guarantee for internet and phone services. Their highly available phone system ensures uninterrupted connectivity for businesses, backed by free support, maintenance, and unlimited c...

Diversified Telecommunication Services
11-50
Founded 2012
View All Jobs 3

Description

  • Serve as the first point of contact for customer technical issues via phone, email, chat, and ticketing systems.
  • Own support tickets end-to-end, including updates, troubleshooting, resolution, and reassignment when needed.
  • Troubleshoot internet connectivity, WAN outages, ISP degradation, circuit issues, and general LAN/WAN problems.
  • Diagnose VoIP-related issues including SIP, RTP, PBX, call quality, registration, and audio problems.
  • Monitor alerts, dashboards, and ticket queues to prioritize customer-impacting incidents.
  • Escalate complex issues to Level 2 support, engineering teams, vendors, or carriers and track them through completion.
  • Provision and support UniFi networking equipment, VoIP users, extensions, call routing, and PBX systems.
  • Support Grandstream devices and Cradlepoint LTE failover deployments.
  • Create scopes of work for onsite technicians, coordinate Field Nation dispatches, and verify job completion.
  • Document troubleshooting steps clearly, follow SOPs, and participate in training and continuous learning.

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, and PoE fundamentals.
  • Basic understanding of VoIP technologies, including 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.
  • Experience in an MSP, ISP, or NOC environment is preferred.
  • Experience with UniFi networking equipment, Cradlepoint LTE devices, Grandstream VoIP systems, PBX administration, Field Nation coordination, and ticketing platforms such as ConnectWise, Halo, or Zendesk is preferred.
  • Certifications such as CompTIA Network+, Cisco CCNA, Juniper JNCIA, or other networking/VoIP certifications are preferred.

Benefits

  • 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.
  • Remote work from Zimbabwe.

Interested in this position?

Apply directly on the company website

Apply Now

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