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VoIP Support Technician - Network & Voice Systems

3 months, 1 week ago
Mexico, Argentina, Chile, Colombia, Dominican Republic, Uruguay
Full-time
Junior
Technical Support 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

  • Answer incoming client calls related to VoIP, internet, and WiFi issues.
  • Troubleshoot call quality problems, dropped calls, network drops, routing issues, and registration failures.
  • Run diagnostics such as SIP traces, pings, traceroutes, MOS score reviews, and packet loss checks.
  • Provide first-level support for VoIP, networking, and connectivity incidents.
  • Assist with PBX provisioning, phone registration, voicemail, extensions, call flows, and softphone setup.
  • Troubleshoot WiFi drops, access point connectivity issues, cabling-related issues, and basic network problems.
  • Manage, prioritize, and update tickets through the help desk system while meeting SLA response times.
  • Document troubleshooting steps clearly and provide professional status updates to clients.
  • Escalate advanced or complex issues to senior telecom engineers with proper documentation.
  • Update knowledge base articles and internal processes as needed.

Requirements

  • 2+ years of VoIP or network support experience required.
  • Direct experience with SIP, PBX systems, and SIP trunks.
  • Experience troubleshooting routers, switches, and WiFi issues.
  • Strong understanding of TCP/IP, DNS, DHCP, NAT, and basic routing/switching concepts.
  • Experience using help desk ticketing systems.
  • Ability to explain technical issues clearly to non-technical users.
  • Strong verbal and written communication skills, including clear notes and documentation.
  • Customer-first mindset and ability to stay calm under pressure.
  • CompTIA Network+, CCNA, or VoIP-related certifications are preferred.
  • Experience in a telecom, MSP, or VoIP carrier environment is preferred.
  • Experience with Poly, Grandstream, or cloud PBX platforms is preferred.
  • English-only application and communication required; Spanish-only applicants will not be considered.

Benefits

  • Competitive salary with bonuses.
  • Career growth opportunities as the company expands.
  • Leadership opportunities for candidates who can help build and manage a sales team.
  • Work schedule aligned to U.S. Central Time, Monday through Friday, 8am to 5pm.
  • Base salary is determined by level, relevant experience, skills, and expertise.

Interested in this position?

Apply directly on the company website

Apply Now

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