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  Create, update, track, and resolve incidents using ServiceNow and approved incident management tools.
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  Monitor network alarms across platform-specific tools and maintain situational awareness during outages or service degradations.
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  Support customer circuits, TDM, SIP trunks, voice services, Unified Communications, and DRSN operations.
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  Notify required contacts for network, circuit, location, or heightened-awareness incidents.
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  Coordinate with customers, UC stakeholders, internal teams, external partners, and leadership to maintain network availability.
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  Document outages, degradations, fault isolation steps, escalations, and resolutions throughout the incident lifecycle.
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  Verify service restoration after ticket resolution and provide timely updates to impacted communities.
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  Perform configuration maintenance on route plans, route lists, device profiles, calling search spaces, and route partitions.
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  Assess incidents, voice service issues, and configuration deficiencies, then recommend resolutions or process improvements.
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  Support team training and process development for UC and DRSN operations.

Requirements

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  Ability to work 24/7 rotating shifts onsite, including nights and weekends.
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  General understanding of voice infrastructure and IP network topologies.
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  Strong troubleshooting, incident documentation, communication, and customer coordination skills.
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  Ability to support mission-critical network operations for extended periods on a computer or phone.

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  High school diploma or equivalent with 2–4 years of relevant experience.
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  Tech control, cyber transport, circuit actions, DISA, DISN, DoD network operations, or mission-critical communications experience preferred.
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  Experience with alarm surveillance, call routing, SIP, media call flow, packet capture analysis, Juniper IP technologies, routers, switches, crypto devices, Cisco, VTC, voice services, EVoIP, ECVoIP, VoSIP, fly-away kits, DRSN, or DSN Core preferred.
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  Experience using Microsoft Office tools, including Outlook, Excel, Word, Access, PowerPoint, and Teams.

Benefits

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  Paid Time Off  PTO):TEN (10) Paid days off & FIVE (5) Floating days off.
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  Holidays: 11 Paid Holidays. Flex time can be utilized instead of holiday time usage.
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  Payroll: Paid Bi-Monthly.
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  401(k): Partnered with the SECOND LARGEST Retirement plan provider in the U.S. Guaranteed 3% match. Eligibility – 21 years of age or older, after 3 months of employment
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  Individual or company-wide performance and recognition awards (Quarterly

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  UNITED HEALTHCARE PPO, extensive national coverage.
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  INCLUDES: Medical/Dental/Vision/HSA.
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  Eligible on the first of the month, immediately after the start date.
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  Submit the enrollment form within 30 days of your start date otherwise, you will have to wait until October for the new year enrollment.

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  Training & Career Development Reimbursement of Tuition and training needed to support career development.
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  $150 monthly reimbursement contribution paid monthly towards parking expenses.
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  Receipts must be submitted by the close of business on the 25th of each month.
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  Reimbursements will be paid on the first payroll AFTER reimbursements are submitted each month.

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  Performance bonus – Project-based
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  Yearly bonus – Company based