Vivant

IT Support

• ***Submit your resume in English*******We are looking for a Network & VoIP Helpdesk Technician 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 Technician, 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 Technician**
• - 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