Note: This position is open exclusively to candidates currently enrolled in the Hiring Our Heroes Fellows Program. Applications from individuals not participating in the program will not be considered.
Candidates should have experience providing continuous, SLA-driven technical support across network, voice, data, transport, and application services. They must demonstrate strong communication, collaboration, customer service, problem-solving, and teamwork skills, with the ability to work effectively in a team-based environment.
The ideal candidate will have
- Strong hands-on troubleshooting experience, the ability to analyze complex call-flow and service-impacting issues, and a customer-focused approach to restoring voice services quickly and professionally
- Working experience with Voice over IP, routers, switches, WAN, LAN. (Cisco, Edgewater)
- Required intermediate level knowledge of Unified Communication System, VoIP Gateways
- Proficient with SIP messaging and analyzing call traces
- Working experience with different protocols such as: TCP/IP, BGP, SIP
- Multiple certifications are desired including but not limited to the following: CCVP, CCNA
- Candidate should have excellent customer service skills combined with attention to detail and task oriented.
Key Roles and Responsibilities – Load Manager, Service Assurance
- Monitor Service Assurance queues for trouble tickets, outages, escalations, and customer-impacting issues.
- Prioritize work based on severity, SLA, customer impact, and ticket age.
- Balance ticket volume across technicians, analysts, support teams, or workgroups.
- Assign and reassign tickets based on skill set, availability, ownership, and issue type.
- Track SLA and jeopardy items to identify tickets at risk of missing service targets.
- Escalate critical or aging issues to the appropriate technical teams, leadership, or next-level support.
- Coordinate outage and incident response by ensuring the right teams are engaged quickly.
- Communicate queue health, backlog, and priority issues to supervisors, managers, and stakeholders.
- Identify workflow bottlenecks that delay repair, resolution, dispatch, or customer restoration.
- Support real-time workload adjustments during high-volume events, major incidents, or staffing gaps.
- Ensure accurate ticket documentation including status updates, ownership changes, escalations, and handoffs.
- Drive timely restoration support by keeping focus on service-impacting and customer-affecting issues
- Provide end-of-shift handoffs covering open critical items, backlog, SLA risks, and pending escalations.
Required qualifications include experience managing external vendors and coordinating with third-party service providers to support issue resolution.
Preferred qualifications also include experience in troubleshooting, incident resolution, escalation, along with 2–5 years of relevant network support experience.