Sr Technician, NETS Advanced Voice Routing

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Sr. Technician, NETS Advanced Voice Routing based in United States.**

In this role, you will play a key part in maintaining the reliability and performance of a large-scale network environment by diagnosing and resolving complex technical issues that impact operations nationwide. Working in a fast-paced, 24/7 support environment, you will collaborate with cross-functional teams to improve troubleshooting processes, restore critical services, and enhance the customer experience. This position combines advanced technical analysis, real-time operational support, and continuous process improvement while offering opportunities to mentor colleagues and contribute to long-term network stability. It is an excellent opportunity for professionals who thrive in high-impact technical environments and enjoy solving challenging infrastructure issues.

### Accountabilities

• Diagnose and resolve complex network, voice routing, and technical support issues using advanced troubleshooting and data analysis techniques.
• Investigate, prioritize, and manage incidents through multiple operational tools and ticketing platforms while ensuring timely resolution.
• Monitor network performance, outages, and restoration activities, escalating critical issues to appropriate engineering and resolution teams.
• Provide real-time technical assistance to operations teams and internal stakeholders via phone, email, and other communication channels.
• Collaborate with engineers, business partners, and third-party vendors to identify root causes and implement long-term improvements.
• Maintain accurate documentation, update systems with manual interventions when required, and ensure operational records remain current.
• Identify recurring issues, recommend process improvements, and help optimize troubleshooting workflows and technical support efficiency.
• Mentor team members by sharing technical expertise, best practices, and troubleshooting methodologies.
• Ensure compliance with operational standards, security requirements, and industry best practices while supporting continuous service reliability.
• Participate in a 24/7 operational environment, including nights, weekends, overtime, and rotating schedules as required.

## Requirements

• 7–10 years of relevant technical support, network operations, or telecommunications experience.
• High school diploma or GED required.
• Experience working with ticketing and incident management systems in enterprise environments.
• Hands-on experience with tools such as Sprinkler, Remedy TTS, IOP/ServiceNow, Fetch It Up, ECM, or similar platforms.
• Strong analytical and problem-solving skills with the ability to troubleshoot complex technical issues independently.
• Experience supporting network operations, voice routing, or large-scale infrastructure environments.
• Excellent written and verbal communication skills with the ability to collaborate across technical and business teams.
• Strong organizational skills, attention to detail, and ability to manage multiple priorities in a fast-paced environment.
• Self-motivated, dependable, and comfortable working independently while contributing to a collaborative team.
• Flexibility to work variable schedules in a 24/7 operational support environment.

## Benefits

• Remote work opportunity within the United States.
• Competitive base salary based on experience and geographic location.
• Eligibility for performance bonuses where applicable.
• Comprehensive medical, dental, and vision insurance.
• Financial wellness programs and retirement benefits.
• Paid time off and company-recognized holidays.
• Employee assistance and well-being programs supporting physical, financial, and emotional health.
• Career development opportunities, ongoing training, and access to internal mobility programs.
• Inclusive workplace culture focused on collaboration, innovation, and professional growth.