Senior Technician, NETS Advanced Voice Routing

September 20, 2026 Auto Import

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: