What are the responsibilities and job description for the Network & VoIP Helpdesk Support position at VIVANT CORP?
100% In-Office with no WFH/REMOTE Setup.
We are looking for a Network & VoIP Helpdesk Support with hands-on telecom experience. Candidates must have real-world experience troubleshooting VoIP systems, SIP trunks, routers, switches, and WiFi networks. The role involves resolving call quality issues, connectivity problems, and basic network incidents in a live environment. Must be comfortable handling calls with commercial customers.
About the Role:
As a Network & VoIP Helpdesk Support, you will serve as the first-line technical support for our clients, handling inbound and outbound calls and support tickets. You will diagnose and resolve common issues and ensure a positive customer experience through clear communication and structured troubleshooting.
Key Responsibilities of a Network & VoIP Helpdesk Support
- 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
Benefits:
- Company Events
- Healthcare Plans
- Paid Training
- Opportunities for Promotion
- Holiday Cash Gift
- Recognition and Rewards