Vivant is on a mission to eliminate business downtime. We guarantee 100% uptime for SMBs, and we’re looking for a Level 1-2 Support Technician to help us deliver on that promise.

Essential Criteria

- Must reside in the LATAM region: This role is open to candidates located in any Latin American country.
- Not Desktop Support: If your background is primarily hardware repair or general IT helpdesk, please do not apply.
- VoIP Expert: You must have hands-on experience with SIP trunks, PBX systems, and network routing.
- English Only: Supporting U.S. customers; English fluency is required. Resumes must be in English.

Your day to day life as a VoIP Network Support Technician

- 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

Key Responsibilities

- 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

Minimum Requirements

- 2+ years of VoIP or Network Support experience.




- Strong understanding of TCP/IP, DNS, DHCP, and NAT.
- Practical expertise with:
- *SIP, PBX systems, and SIP trunks.
- *Routers, switches, and WiFi troubleshooting.
- Experience with ticketing systems and remote customer rapport.
- Ability to communicate technical information clearly and simply to non-technical users.
- A driven and proactive mindset paired with a passion for continuous learning and making a meaningful impact on our company’s success.
- Solid understanding of key VoIP metrics such as MOS score, latency, jitter, and packet loss.

Nice to Have

- CompTIA Network+, CCNA, or VoIP-related certifications
- Experience in telecom, MSP, or VoIP carrier environment
- Experience with Poly, Grandstream, or cloud PBX platforms

Why Vivant?

- Growth: Competitive salary + bonuses. We hire for impact and promote leaders.
- Culture: We value Reliability, Product Knowledge, and Autonomy.
- Impact: Help us eliminate the frustrations of internet and phone outages for good.

Schedule:

- Work hours aligned with the U.S. Central time zone
- Monday to Friday 8am - 5pm

Compensation:

- Monthly Base Salary: $1,500 – $2,500 USD.
- Determining Factors: Final offer depends on technical expertise, years of relevant experience, and specific skills.
- Note: This range covers base pay only; all other benefits will be discussed during the offer stage.

Join Vivant and level up your career!

Job Type: Full-time

Application Question(s):

- Are you able to work Monday through Friday from 8:00 AM to 5:00 PM CST?
- Describe your experience troubleshooting VoIP systems (SIP, PBX, or Softphones). What tools or methods do you use to diagnose issues like "one-way audio" or "dropped calls"?
- What are your salary expectations? (in USD)

Experience:

- providing live technical support over the phone: 2 years (Required)

Language:

- English at a fluent or conversational level? (Required)

Work Location: Remote

📌 Network VoIP Support Engineer (Remote - LATAM) (Colombia)
🏢 Vivant
📍 Colombia