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. 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 Support and troubleshoot: • 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