Location Requirements:

Candidates must reside within a 30-minute commute of the Allen, TX facility at 415 E. Exchange Parkway.

Compliance & Status:

This role is restricted to US Citizens who can successfully clear the CJIS background check process prior to their start date.

Employment Terms:

This is a 6-month engagement with the potential to transition into a permanent role, contingent upon business requirements and individual performance.

Role Overview:

Become a vital member of our technical team, where you will help maintain the integrity and performance of our network infrastructure. We are seeking a motivated individual who thrives on solving complex technical challenges. You will work within a team-oriented culture that prioritizes high standards and creative problem-solving.

Operational Details:

This is a fully onsite position. New hires will undergo a 90-day training period before transitioning to independent responsibilities. The shift schedule is Wednesday through Saturday, from 2:00 PM to 12:30 AM CST.

Selection Process:

The interview process consists of an initial 1-hour virtual session via Google Meet (camera required) followed by a 1-hour in-person interview. Required Qualifications Possess a solid understanding of IP networking principles and interoperability. Apply at least one year of experience in diagnosing and resolving IP network connectivity issues. Utilize over a year of hands-on experience to troubleshoot routers, switches, servers, and various endpoints. Demonstrate familiarity with protocols including VPN, BGP, MPLS, and SIP. Show proficiency in reading and interpreting technical network documentation such as Visio diagrams. Desired Competencies Exhibit exceptional verbal and written communication abilities. Leverage prior experience working within a 24/7 NOC or high-volume call center environment. Primary Duties Oversee the health and functionality of our computer networks and systems. Help maintain a robust and reliable telecommunications infrastructure for the organization. Address network alerts promptly to minimize downtime and resolve technical obstacles. Conduct routine assessments to verify optimal network performance. Facilitate effective communication between field technicians and engineering staff. Document service interruptions and quality assurance metrics accurately. Support the team by executing incident response protocols for cloud and remote operations. Administer Incident, Change, and Problem Management tasks within ServiceNow. Perform continuous remote surveillance and event management. Ensure that all incidents are triaged and resolved within established service level agreements. Partner with subject matter experts to tackle complex technical troubleshooting. Deliver high-quality support to customers via email, phone, and portal channels. Keep stakeholders informed during critical service-impacting events. Oversee and track vendor-related support tickets to ensure timely resolution. Professional Qualifications Maintain a comprehensive grasp of IP networking and associated protocols. Utilize industry-standard network monitoring tools effectively. Apply at least one year of experience to identify and fix IP connectivity and hardware malfunctions. Demonstrate technical proficiency with VPN, BGP, MPLS, and SIP. Utilize network diagrams to assist in troubleshooting and system analysis. Apply strong analytical and documentation skills to maintain clear records. Help maintain a calm and efficient environment by performing effectively under pressure. Additional Assets Background in the telecommunications or network operations sector. Relevant certifications such as Network+, Cisco, CCST, or CCNA are highly valued. Possession of an ITIL certification. Experience monitoring cloud environments, specifically AWS.

Environment & Scope:

Work is performed in a corporate NOC and call center setting. The department focuses on providing technical support and monitoring for 9-1-1 call handling networks. Key functions include active network surveillance, incident response, and technical support. Proficiency in ServiceNow is preferred. You should be comfortable with

VPN, BGP, MPLS, SIP, IP

network troubleshooting, hardware diagnostics, and interpreting network diagrams.