VoIP Support Engineer at Vivant - Remote South Africa — Columbus
Traveler-Friendly Insight
Schedule Constraints: This role requires fixed hours aligned to the U.S. Central Time Zone (CT), 8am–5pm Monday–Friday. That translates to 14:00–23:00 SAST (South Africa Standard Time), making it a late-afternoon/evening shift for South Africa-based workers. This is not an async-friendly role — real-time phone support and SLA-driven ticket responses demand live availability.
Location Flexibility: The role is fully remote but effectively anchored to South Africa given the location hint. If you're a nomad in a similar or overlapping timezone (e.g., Eastern Europe, East Africa), the CT hours could still work, though late evenings would be required. Western Europe or Southeast Asia would make the schedule extremely challenging.
- Cape Town / Johannesburg: Afternoon/evening shift fits a local lifestyle well; cost of living is moderate, and a USD-equivalent salary would go far.
- Lisbon: CT hours mean working until 11pm local — manageable but tiring long-term.
- Bangkok: CT aligns to roughly 8pm–5am — essentially a night shift, not viable for most.
Visa Considerations: South Africa does not currently have a formal digital nomad visa, but long-stay tourist visas (up to 90 days extendable) are available. If you are already a South African resident, no additional visa is needed. The role's remote-first nature means no employer-sponsored relocation is implied.
Equipment/Perks: No coworking or equipment stipend is mentioned — budget for a reliable internet connection, as uptime is literally the company's core promise to clients.
Vivant is on a mission to eliminate business downtime. We guarantee 100% uptime for SMBs, and we're looking for Level 1-2 Support Engineers to help us deliver on that promise.
Essential Criteria
- Not Desktop Support: If your background is primarily hardware repair or general IT helpdesk, please do not apply.
- VoIP Expert: You must have hands-on experience with SIP trunks, PBX systems, and network routing.
- English Only: Supporting U.S. customers; English fluency is required. Resumes must be in English.
Your Day-to-Day as a Support Engineer:
- Answer incoming client calls related to VoIP, internet, or WiFi issues
- Work tickets involving call quality, dropped calls, network drops, or routing problems
- Run diagnostics (SIP traces, pings, traceroutes, MOS score review, packet loss checks)
- Assist with PBX provisioning, phone registration, and softphone setup
- Prioritize outages (phones down, internet down, WiFi down)
- Document every step clearly and communicate status updates professionally
- Escalate advanced issues to senior telecom engineers when appropriate
- Maintain ticket SLAs with clear, fast response times
Key Responsibilities:
- First-level support for VoIP, networking, and connectivity issues
- Troubleshoot SIP, call quality, latency, jitter, and registration failures
- Perform basic network troubleshooting (TCP/IP, DNS, DHCP, routing basics)
- Troubleshoot WiFi drops, access point connectivity, and cabling-related issues
- Provision phones, extensions, voicemail, call flows, and SIP trunk configs
- Manage and prioritize tickets through our help desk system
- Escalate complex problems with proper documentation
- Update knowledge base articles and internal processes
Minimum Requirements:
- 2+ years of VoIP or Network Support experience
- Strong understanding of TCP/IP, DNS, DHCP, and NAT
- Practical expertise with:
- SIP, PBX systems, and SIP trunks
- Routers, switches, and WiFi troubleshooting
- Experience with ticketing systems and remote customer rapport
- Ability to communicate technical information clearly and simply to non-technical users
- A driven and proactive mindset paired with a passion for continuous learning and making a meaningful impact on the company's success
- Solid understanding of key VoIP metrics such as MOS score, latency, jitter, and packet loss
Nice to Have:
- CompTIA Network+, CCNA, or VoIP-related certifications
- Experience in telecom, MSP, or VoIP carrier environment
- Experience with Poly, Grandstream, or cloud PBX platforms
Schedule:
- Work hours aligned with the U.S. Central time zone, 8am–5pm, Monday–Friday
Compensation & Growth:
- Competitive base salary (based on experience)
- Performance and recognition bonuses
- Clear path to career advancement and leadership opportunities
- Work in a fast-growing, performance-driven environment
Why Join Vivant?
- High-impact role with real earning potential
- Opportunities to grow as the company scales
- Leadership opportunities for top performers
Frequently Asked Questions
Is this role fully remote or is there an office requirement?
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