Full-Time Software Service Technician

This position is open to all remote candidates based in the US. Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

The NexGen Core Services (NGCS) Operations Support team ensures that each emergency call, voice, SMS, and multimedia is transmitted correctly through paired Data Centers onto the Emergency Services IP Network (ESInet) and delivered to the correct Public Safety Answering Point (PSAP) with accurate ANI and ALI information.

The role of the NextGen Core Services Manage & Operate Technologist includes:

• Resolving technical issues and escalations from the Network and Security Operation Center (NSOC) or directly from system monitoring tools and third-party vendors.
• Conducting upgrades, patches, and firmware updates across the hardware platform (routers, switches, firewalls, servers).
• Testing backups and failovers.
• Identifying Best Practices, conducting Lessons Learned, and updating system level documentation.

Responsibilities

• End-to-End troubleshooting of 911 packet data between the Data Center and the PSAP via the ESI network.
• Responding to alarms and escalations from NSOC and/or directly from the monitoring tools.
• Updating and owning tickets through closure.
• Working with internal resources to conduct system audits and optimization.
• Identifying Best Practices and Lessons Learned.
• Generating templates, FAQ, or Knowledge Base articles for frequently reported issues/alarms.
• Participating in 24x7x365 on-call rotation.
• Coordinating with all parties to conduct upgrades, patches, backups, failovers, and hardware upgrades.
• Documenting changes and presenting to Change Control Board for approval and execution.
• Proactively monitoring Data Centers.

Qualifications

• Bachelor of Science degree in Computer Science, Computer Engineering, Information Systems, software engineering (or related field).
• Certifications in routing, switching, & network security is desired.
• 5+ years of experience supporting complex end-to-end network solutions in a Mission Critical environment.
• Experience with Firewalls, Load Balancers, DNS, Switches, and Routers.
• Knowledge of communication protocols, client-server architectures, computer networking technologies, network security solutions, and software integration.
• In-depth knowledge of networking protocols, system calls, TCP/IP stack, and OSI model.
• Experience with Firewalls, Load Balancers, DNS, Switches, and Routers; preferably Cisco and Fortinet.
• Experience with Server Virtualization, specifically with VMWare ESXi v.6+ and/or Microsoft Hyper-V 2012+.
• Experience with Database Servers, specifically with Microsoft SQL Server 2008 R2/2012/2017.
• Knowledge of KVM, Docker, Openstack, Linux, Windows Server 2008 R2/2012/2012 R2/2016, VMware ESXi v.6+, and/or Microsoft Hyper-V 2012+, Red Hat, Active Directory, Network Policy, and Powershell a plus.
• Strong problem-solving skills, analytical abilities, and ability to deliver on time.
• Able to multitask effectively in fast-paced demanding mission-critical environments.

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