Senior Technician, NETS Advanced Voice Routing

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Job Description:

  • Performing advanced troubleshooting and data analysis to diagnose and resolve trouble tickets, and technical issues nationwide
  • Utilizing multiple software systems to investigate, triage, and address complex repair and security-related issues
  • Collaborating with engineers, third parties, and business partners to identify root causes and improve troubleshooting processes
  • Maintain accurate records and update systems with manual interventions when required
  • Providing real-time technical support to operations personnel, and business support teams via inbound calls and emails
  • Training and mentoring employees on various applications, troubleshooting techniques, and system best practices
  • Monitoring and reporting network outages and restoration events, escalating issues as necessary to resolution teams
  • Identifying customer-reported trends, escalating process improvement opportunities, and recommending changes to enhance technical support efficiency
  • Acting as a liaison between internal and external teams to resolve technical issues and communicate resolutions effectively
  • Ensuring compliance with technical support standards, industry best practices, and regulatory requirements for security and operational integrity
  • Regular, consistent, and punctual attendance; Must be able to work nights and weekends, variable schedule(s) and overtime as necessary

Requirements:

  • Experience with tools and software such as Sprinkler, Remedy TTS, IOP/Service Now, Fetch It Up, and ECM
  • Experience using a ticketing system, required
  • Have an analytical mindset and technical aptitude
  • Can successfully work independently and be a self-starter
  • 7-10 Years relevant work experience
  • High School Diploma / GED

Benefits:

  • Best-in-class Benefits to eligible employees
  • Personalized support options
  • Expert guidance and always-on tools
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