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

Requirements

Required Experience

At least 1+ year of experience in Technical Support, Help Desk Support, NOC, MSP, ISP in a telecommunications environment
Strong English communication skills (spoken and written)
Experience providing customer support via phone, email, and 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

Benefits

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

Work Set-up: On-site

Office Location - Cebu IT Park, Cebu
Relocation package available for qualified hire

Compensation:

Monthly Salary: PHP 25,000 - PHP 60,000/month
Determining Factors: Final offer depends on technical expertise, years of relevant experience, and specific skills

Join Vivant and level up your career!

Junior Network & VoIP Support