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