Vivant

Network & VoIP Helpdesk Technician

Vivant

full-time

Posted on:

Location Type: Remote

Location: Guyana

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Tech Stack

DNSFirewallsTCP/IPVoIP

About the role

  • ***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

Requirements

  • **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****
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
VoIP systemsSIP trunksroutersswitchesWiFi networksPBX configurationfirewallsTCP/IPDNSDHCP
Soft Skills
problem-solvingcustomer communication