Network & VoIP Helpdesk Support Job at VIVANT CORP, Farmers Branch, TX

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  • VIVANT CORP
  • Farmers Branch, TX

Job Description

100% In-Office with no WFH/REMOTE Setup.

We are looking for a Network & VoIP Helpdesk Support 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 Support, 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 Support

  • 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

Schedule:

  • Work hours aligned with the U.S. Central time zone between 8am - 5pm M-F

Benefits

Benefits:

  • Company Events
  • Healthcare Plans
  • Paid Training
  • Opportunities for Promotion
  • Holiday Cash Gift
  • Recognition and Rewards

Job Tags

Full time, Work at office, Work from home

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