Network Support Engineer

Reliable. Analytical. Detail-Oriented.

Dallas, TX

Full Time

$50-65k per year

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Position Overview

At Vivant, we are seeking a highly experienced Field Network Support Engineer to take charge of managing and maintaining the day-to-day operations of our network infrastructure. You will be responsible for a comprehensive range of tasks, from client support to network system installations and troubleshooting. Your technical expertise, analytical skills, and customer-centric approach will be pivotal in ensuring seamless network operations.

Job Description

Client Support: Address client inquiries through various channels including calls and emails, resolving Internet and LAN-related issues promptly. Maintain a high level of responsiveness to ensure client satisfaction.

Network System Management: Install, maintain, and troubleshoot network systems utilizing cutting-edge technologies such as Cradlepoint, Ubiquiti, wireless access points, and Meraki switches. Ensure optimal performance and stability.

VoIP and Communication Services: Identify and resolve network issues that impact VOIP, SIP, and RTP communications. Collaborate with VOIP Support team and ISPs to streamline communication services.

Firewall Configuration and Security: Resolve firewall configuration and NAT traversal issues to enhance network security.

Network Configuration: Configure VLANs, Quality of Service (QoS), and VPN setups to optimize network performance and security.

Monitoring and Analysis: Proactively monitor network performance, analyze traffic patterns, identify and address potential issues before they impact operations.

Collaborative Problem-Solving: Work closely with VOIP Support team, ISPs, and vendors to resolve network-related problems, ensuring a seamless operational environment.

Documentation and Knowledge Management: Develop and maintain comprehensive support documentation for network issues and solutions, ensuring a repository of best practices.

IP Camera Software Management: Install, maintain, and upgrade software for IP cameras to enhance surveillance capabilities.

Methodical Troubleshooting: Follow Standard Operating Procedures (SOPs), create support tickets, and meticulously troubleshoot issues to ensure systematic problem resolution.

Mentoring and Coaching: Provide mentorship and coaching to team members, fostering an environment of continuous improvement and exceptional customer service.

Stay Current with Technology: Keep abreast of the latest tools, technologies, and industry best practices to ensure the network infrastructure remains state-of-the-art.


  • Minimum 3 years of experience as a Network Support Engineer. (Asterisk/Freepbx/FreeSwitch or others)
  • Proven experience in managed services support.
  • Strong proficiency in Layer 2 switching, modem bridging, NAT, DHCP, DNS, TCP/IP, and Wi-Fi networks.
  • Expertise in networking protocols, VLANs, QoS, and VPN.
  • Proficiency with diagnostic tools such as ping, traceroute, mtr, network scanning, telnet, port scanning, etc.
  • In-depth knowledge of Cradlepoint, Ubiquiti, and Meraki networking technologies.
  • Demonstrated ability in network design and implementation.
  • Excellent analytical skills for diagnosing and improving network performance.
  • Outstanding collaboration and communication skills with support teams, external partners, and clients.
  • Strong English language proficiency with clear communication skills.

Preferred Tools Experience (not mandatory)

  • GCP, AWS server management
  • Linux

Competencies/Personality Traits

  • Exceptionally organized and punctual
  • Proactive, creative problem solver and self-starter
  • Thrives under pressure, maintains organization, and seeks solutions when faced with challenges
  • Demonstrates persistence and resourcefulness in problem-solving

Performance Measurement

  • Ticket resolution rates
  • Time spent per ticket
  • Responsiveness to daily tasks
  • Proactive and positive attitude
  • Attendance and punctuality

Working Hours

  • M-F 6 am to 8 pm Central Time, rotating shifts
  • Reports to the Dallas Office