Junior Network & VoIP Support Engineer (Level 1)

About the role

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!

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