• Serve as top-level escalation for complex network/security incidents • Lead major incident resolution and post-incident improvements • Ensure high availability and security of global platforms • Support hybrid cloud/on-prem connectivity • Drive monitoring optimization and automation • Mentor mid-level engineers

- Conduct proactive monitoring, remote diagnostics, and maintenance activities for network devices within areas of responsibility. - Notify and escalate issues internally and externally as required in support of network outages and restoration events. - Create tickets per guidelines and execute pre-defined scripts in case of alarms and incidents reported by network element management and other fault detection systems. - Provide second tier, high-level technical support to field operations personnel through a working knowledge and broad background in core technologies – HFC(CMTS), FTTX(GPON) IP Core. - Isolate and resolve subscriber voice, video, and data issues by correlating information from network equipment and monitoring systems. - Provide updates to customers, internal groups, and vendors as required in a timely manner. - Manage internal phone queues to assist with live troubleshooting in accordance with defined service level agreements. - Validate restoration and repair actions made to correct issues and clear alarms once approved. - Validate operational success of development and maintenance. - Close trouble tickets and provide feedback/updates to knowledge base (e.g., Methods of Procedure) - Provide feedback and recommendations for Operations Support Systems (OSS) tools improvements, process flows, event management and correlation. - Open cases with third party vendors and drive for resolutions within required SLA’s where applicable. - Comply with established Change Management and Incident Management processes.

Role Description - Serve as the first point of contact for resident/public inquiries via phone, email, or chat. - Accurately log and categorize queries using platforms like Salesforce, Jira, or equivalent ticketing systems. - Collaborate with internal technical teams to triage issues and provide timely, accurate resolutions. - Proactively minimize hold times and ensure a smooth, positive experience for callers. - Identify cases for escalation or follow-up, ensuring no resident query goes unresolved. - Maintain clear documentation of all interactions and support activities. - Help reduce call abandonment rates and increase responsiveness through process awareness. - Stay current on evolving tools, systems, and internal workflows. Qualifications - Experience in a customer-facing technical support or contact center role. - Working knowledge of Salesforce, Jira, or similar CRM/ticketing platforms (training support available). - Strong communication, active listening, and troubleshooting skills. - Ability to thrive in a fast-paced, high-volume support environment. - Strong ownership mindset and willingness to adapt to changing support demands. Requirements - Experience supporting government or public-sector entities is a plus. - Familiarity with ITIL/SLAs/service desk processes preferred. - Ability to support a flexible engagement model, including ramp-up/ramp-down scenarios based on volume.

Role Description The Level 2 Technician – IT & VoIP is responsible for resolving escalated technical issues across endpoints, servers, networks, and voice systems, delivering stable, high-quality IT and VoIP services for multiple MSP clients. This role owns complex troubleshooting, configuration changes, and vendor coordination, especially for VoIP environments where hosted experience is a strong advantage. Qualifications - 3+ years in technical support roles, including at least 1–2 years in an MSP or multi-client environment. - Strong Windows endpoint and Microsoft 365/Entra ID/AD skills (user management, common policies, standard apps). - Comfortable administering modern Windows Server versions (2016/2019/2022) in small–mid-sized environments. - Active Directory: users, groups, basic OU structure, group membership, file/NTFS permissions. - DNS and DHCP: create/modify scopes and reservations, troubleshoot name resolution issues, basic DHCP problems. - Group Policy: understand, edit, and troubleshoot common GPOs impacting users and workstations (drive mappings, basic security/settings). - Common L2 server tasks: basic server troubleshooting (services, event logs, disk space, performance symptoms), patching/reboot coordination, and configuring/troubleshooting file shares and permissions. - Nice to have: Hyper-V or VMware in SMB environments, and RDS/Terminal Services basics (sessions, simple app issues). - Solid networking fundamentals: VLANs, DHCP, DNS, routing, firewall rules, VPNs, and basic QoS concepts. - Hands-on VoIP experience: provisioning IP phones/softphones, configuring call flows (ring groups, queues, auto-attendants), and troubleshooting call quality (jitter, latency, packet loss). - SkySwitch or similar white-label VoIP platform experience (or equivalent multi-tenant VoIP system) is a strong plus. - Comfortable working in PSA/RMM tools (Autotask/Kaseya/ConnectWise or similar) and documenting all work thoroughly. - Strong analytical, problem-solving, and communication skills; able to explain complex issues in simple terms to clients and L1 techs. Requirements - Should be willing to accept a long-term work-from-home arrangement. - Should be amenable to a permanent day shift schedule.