# Level 1 Network & VoIP Support Engineer (Remote - Zimbabwe)

> VIVANT CORP · Zimbabwe (Remote) · Full-time · Posted 2026-07-24

**Workplace:** remote

**Department:** Support

## Description

### 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're looking for driven, technical, and customer-focused engineers who want real ownership, continuous learning, and long-term career growth in a dynamic MSP environment.

### 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 by troubleshooting issues, responding to alerts, coordinating with field technicians and vendors, and ensuring customer environments remain online.

This is a hands-on technical support role within a real MSP/NOC environment, not a traditional call center position.

### What You'll Do

### Customer & Technical Support

-   Serve as the first point of contact via phone, email, chat, and ticketing systems.
-   Own, update, and resolve support tickets from start to finish.
-   Provide clear, professional, and timely updates to customers.
-   Meet established response and resolution SLAs.

### Troubleshooting

Support and troubleshoot:

-   Internet connectivity and WAN outages
-   ISP degradation and circuit issues
-   VoIP, SIP, RTP, and PBX-related 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 customer-impacting incidents.
-   Escalate complex issues to Level 2 support, engineering teams, vendors, or carriers as 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 deployments.

### Field Coordination

-   Create scopes of work for onsite technicians.
-   Coordinate Field Nation dispatches and installations.
-   Verify job completion and documentation.

### Process & Documentation

-   Follow established SOPs and knowledge base documentation.
-   Document troubleshooting steps clearly and accurately.
-   Participate in training sessions and continuous learning.
-   Utilize downtime for technical upskilling and documentation review.

## Requirements

-   At least 1 year of experience in Technical Support, Help Desk, NOC, MSP, ISP, or telecommunications support.
-   Strong spoken and written English communication skills.
-   Experience supporting customers via phone, email, and chat.
-   Basic networking knowledge, including:

-   TCP/IP
-   DNS
-   DHCP
-   VLANs
-   NAT
-   WAN/LAN
-   PoE fundamentals

-   Basic understanding of VoIP technologies (SIP and RTP).
-   Strong analytical and troubleshooting skills.
-   Reliable high-speed internet connection and a dedicated home office suitable for remote work.
-   Willingness to work U.S. Central Time (CST) business hours, including rotating shifts, weekends, and holidays.

### Preferred Qualifications

-   Experience in an MSP, ISP, or NOC environment.
-   Experience with UniFi networking equipment.
-   Familiarity with Cradlepoint LTE devices.
-   Experience with Grandstream VoIP systems.
-   PBX administration experience.
-   Experience coordinating Field Nation technicians.
-   Familiarity with ticketing platforms such as ConnectWise, Halo, Zendesk, or similar.

### Certifications (Preferred)

-   CompTIA Network+
-   Cisco CCNA
-   Juniper JNCIA
-   Other networking or VoIP certifications

### What We're Looking For

-   Strong ownership mindset—you take responsibility for resolving issues.
-   Excellent customer service skills.
-   Ability to remain calm during critical outages.
-   Strong organization and attention to detail.
-   Ability to prioritize multiple tasks effectively.
-   Self-motivated and proactive.
-   Collaborative team player.

## Benefits

### Why Join Vivant?

-   Competitive salary with performance-based incentives.
-   Career growth opportunities within a rapidly growing U.S.-based MSP.
-   Exposure to enterprise networking, VoIP, and managed IT technologies.
-   A collaborative, high-performance team focused on continuous learning and technical excellence.

### Work Schedule

-   Remote (Zimbabwe)
-   U.S. Central Time (CST) business hours
-   Rotating shifts, weekends, and holiday coverage as required

## Apply

[Apply at VIVANT CORP](https://apply.workable.com/vivant-corp/j/F153021924/apply)

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