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
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, including:
- TCP/IP, DNS, and DHCP
- VLANs, NAT, and WAN/LAN
- PoE fundamentals
- Basic knowledge of VoIP technologies (e.g., SIP and RTP)
- Strong troubleshooting and problem-solving skills
- Willingness to work onsite in Cebu City
- Willingness to work rotating shifts, including weekends and holidays
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 Base Salary: PHP 25,000 – PHP 65,000/month
- Determining Factors: Final offer depends on technical expertise, years of relevant experience, and specific skills.
- Note: This range covers base pay only; all other benefits will be discussed during the offer stage.
