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

About Vivant

Vivant is a fast-growing U.S.-based Managed Services Provider (MSP) delivering enterprise-grade connectivity, networking, VoIP, and managed IT solutions to multi-location businesses across the United States.

We operate in a high-performance, fast-paced environment where uptime, accountability, and customer experience matter.

We're looking for driven, technical, and customer-focused engineers who want real ownership, continuous learning, and long-term career growth in a dynamic MSP environment.

Role Overview

As a Level 1 Network & VoIP Support Engineer, you will be the first line of defense for customer technical issues across networking, VoIP, and managed connectivity services.

You will own support tickets end-to-end by troubleshooting issues, responding to alerts, coordinating with field technicians and vendors, and ensuring customer environments remain online.

This is a hands-on technical support role within a real MSP/NOC environment, not a traditional call center position.7

Essential Criteria

• Not Desktop Support: This is not a hardware repair or general IT Help Desk role. If your background is primarily hardware repair or general IT helpdesk, please do not apply.
• Networking & VoIP Experience: Candidates must have hands-on experience troubleshooting network and connectivity issues.
• English Required: You will be supporting U.S.-based customers. Professional English communication skills are required. Resumes must be in English.

What You'll Do

Customer & Technical Support

• Serve as the first point of contact via phone, email, chat, and ticketing systems.
• Own, update, and resolve support tickets from start to finish.
• Provide clear, professional, and timely updates to customers.
• Meet established response and resolution SLAs.

Troubleshooting

• Internet connectivity and WAN outages
• ISP degradation and circuit issues
• VoIP, SIP, RTP, and PBX-related issues
• Call quality, registration, and audio problems
• LTE failover (Cradlepoint devices)
• UniFi switches, gateways, and access points
• Grandstream VoIP phones and devices
• General LAN/WAN networking issues

Monitoring & Escalation

• Monitor alerts, dashboards, and ticket queues.
• Prioritize customer-impacting incidents.
• Escalate complex issues to Level 2 support, engineering teams, vendors, or carriers as needed.
• Maintain ownership of issues until fully resolved or reassigned.
• Track escalations through completion.

Provisioning & Configuration

• Provision and support UniFi networking equipment.
• Configure VoIP users, extensions, call routing, and PBX systems.
• Support Grandstream devices and Cradlepoint LTE failover deployments.

Field Coordination

• Create scopes of work for onsite technicians.
• Coordinate Field Nation dispatches and installations.
• Verify job completion and documentation.

Process & Documentation

• Follow established SOPs and knowledge base documentation.
• Document troubleshooting steps clearly and accurately.
• Participate in training sessions and continuous learning.
• Utilize downtime for technical upskilling and documentation review.

• 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
• PoE fundamentals
• Basic understanding of VoIP technologies (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.

Preferred Qualifications

• Experience in an MSP, ISP, or NOC environment.
• Experience with UniFi networking equipment.
• Familiarity with Cradlepoint LTE devices.
• Experience with Grandstream VoIP systems.
• PBX administration experience.
• Experience coordinating Field Nation technicians.
• Familiarity with ticketing platforms such as ConnectWise, Halo, Zendesk, or similar.

Certifications (Preferred)

• CompTIA Network+
• Cisco CCNA
• Juniper JNCIA
• Other networking or VoIP certifications

What We're Looking For

• Strong ownership mindset—you take responsibility for resolving issues.
• Excellent customer service skills.
• Ability to remain calm during critical outages.
• Strong organization and attention to detail.
• Ability to prioritize multiple tasks effectively.
• Self-motivated and proactive.
• Collaborative team player.

Why Join Vivant?

• 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.

Work Schedule

• Remote (Zimbabwe)
• U.S. Central Time (CST) business hours
• Rotating shifts, weekends, and holiday coverage as required