Junior Network & VoIP Support Engineer (Level 1)

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 are building a world-class Cebu support team and are looking for driven, technical, and customer-focused engineers who want real ownership and real growth.

THIS IS AN ONSITE-ONLY ROLE IN CEBU CITY. NO REMOTE OR HYBRID WORK AVAILABLE.

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—troubleshooting issues, responding to alerts, coordinating field technicians, and ensuring customer environments stay online.

This is not a basic call center role. This is a hands-on technical support position inside a real MSP/NOC environment.

What You’ll Do

Customer & Technical Support

• Act as first point of contact via phone, email, chat, and ticketing system
• Own, update, and resolve support tickets end-to-end
• Provide clear, professional, and timely customer updates
• Meet response and resolution SLAs

Troubleshooting (Real MSP Environment)

You will support and troubleshoot:

• Internet connectivity and WAN outages
• ISP degradation and circuit issues
• VoIP / SIP / RTP / PBX call 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 outages and customer-impacting incidents immediately
• Escalate to Level 2, vendors, carriers, or engineering teams when 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 setups

Field Coordination

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

Process & Documentation

• Follow SOPs and technical Knowledge Base articles
• Document troubleshooting steps clearly and consistently
• Participate in training, huddles, and continuous learning
• Stay productive during downtime through upskilling and documentation review

Required Experience

• 1+ year in Technical Support, Help Desk, NOC, MSP, ISP, or Telecom environment
• Strong English communication (spoken + written)
• Experience supporting customers via phone/email/chat
• Basic networking knowledge:
• TCP/IP, DNS, DHCP
• VLANs, NAT, WAN/LAN
• PoE fundamentals
• Basic VoIP knowledge (SIP, RTP)
• Structured troubleshooting mindset
• Willingness to work onsite in Cebu City
• Willingness to work rotating shifts, weekends, and holidays

Nice to Have (Big Plus)

• MSP / ISP / NOC experience
• UniFi networking experience
• Cradlepoint LTE devices
• Grandstream VoIP systems
• PBX administration experience
• Field Nation experience
• Ticketing tools (ConnectWise, Halo, Zendesk, etc.)

Certifications (Bonus)

• CompTIA Network+
• CCNA
• JNCIA
• Other networking / VoIP certifications

Soft Skills That Matter

• Strong ownership mindset (you don’t “pass tickets”, you solve them)
• Excellent customer service attitude
• Calm under pressure during outages
• Strong organization and attention to detail
• Ability to manage multiple priorities
• Proactive and self-driven
• Team-first mindset

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

Compensation:

• Monthly Base Salary: PHP 25,000 – PHP 65,000/month
• 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!