Network & VoIP Helpdesk Support

100% In-Office with no WFH/REMOTE Setup.

Vivant is seeking a hands-on Network & VoIP Helpdesk Support professional with real-world telecom experience to serve as the first line of technical support for commercial clients.

This role is responsible for diagnosing and resolving VoIP and network issues—including SIP trunks, routers, switches, and WiFi—across live environments, while delivering clear communication and a high-quality customer experience. This is a customer-facing support role that requires both technical depth and confidence in handling calls with business clients.

Key Responsibilities:

• Provide helpdesk support for VoIP phone systems and internet connectivity
• Respond to client calls, emails, and support tickets
• Troubleshoot VoIP call quality issues, phone registration, and connectivity problems
• Diagnose and resolve network-related issues involving routers, switches, firewalls, and WiFi devices
• Assist with PBX configuration changes such as extensions, call routing, and IVR (call tree) setup
• Support phone number porting and service provisioning for new clients
• Configure and provision VoIP phones and networking equipment
• Document troubleshooting steps and update support tickets accurately
• Escalate complex issues to senior engineers when necessary
• Follow up with clients to ensure issues are fully resolved.

Tools & Technologies We Use:

• Cradlepoint
• Ubiquiti
• Meraki
• Grandstream IP Phones
• Vivant Proprietary PBX
• Utiliko Business Management System

Common Issues You Will Troubleshoot:

• VoIP phone registration issues
• IVR / call tree configuration
• Poor audio quality or dropped calls
• Network connectivity affecting SIP/RTP traffic
• Firewall configuration and NAT traversal issues
• Internet connectivity problems

• 3+ years of experience in technical support, helpdesk, or network/VoIP support.

• Hands-on experience troubleshooting:

• Firewalls
• Network switches
• Wireless access points (WAPs)
• PBX systems
• VoIP phones
• Strong understanding of networking fundamentals:
• TCP/IP
• DNS
• DHCP
• NAT
• Familiarity with VoIP protocols such as SIP and RTP is a plus
• Strong problem-solving and customer communication skills
• Comfortable providing phone-based technical support to business clients

Schedule: 

• Work hours aligned with the U.S. Central time zone between 8am - 5pm M-F 

Location and Work Set-up:

• Onsite, Farmer's Branch Texas

Compensation: 

• $65,000 to $75,000 Base Salary per year (depends on the experience)

• Company Events
• Healthcare Plans
• Paid Training
• Opportunities for Promotion (High performers may grow into Level 2 Support, Senior Network and Voip Support Engineer, Team Leader as Vivant scales).
• Holiday Cash Gift
• Recognition and Rewards