Network/Telecom Specialist

Monitor mission-critical network and system dashboards for alarms, outages, connectivity issues, and service disruptions. Create and maintain incident records documenting troubleshooting, timelines, vendor activity, and service restoration. Triage technical issues, assign severity levels, and escalate unresolved incidents to advanced support teams or vendors. Gather technical details from users to identify equipment, connectivity, call-processing, and telecommunications problems. Coordinate vendor troubleshooting, ticket follow-up, technical conference calls, and incident response activities. Maintain shift handoff documentation and track active incidents through resolution in a continuously staffed operation. Founded in 1999, Resourcesoft, Inc. is a leading Technology Consulting and Professional Services organization. Headquartered in Marlborough, MA, the company serves the technology needs of its clients nationwide. Resourcesoft has often been recognized by prominent rating agencies for its exemplary growth and stability. With over two decades of industry experience, the Company has evolved as a front runner in enabling project optimization. We partner with leading organizations to provide technology solutions within the financial, insurance, education, government, publishing, healthcare and pharmaceutical domains. We take pride in mentoring a workforce that is well positioned to respond to the emerging IT trends and needs. With the employees at the crux of every business endeavor, our success is driven by our expertise in pairing the right talent with the best jobs in the technology sector. We forge long term, personalized relationships with our employees to advance their career to the next level. We engage them in technology centric client projects that provide opportunities for them to evolve, innovate and deliver world class products and services. Our career opportunities offer challenging assignments and exposure to emerging and cutting edge technologies. We are committed to providing our employees with the tools necessary to accelerate their career progression, while maintaining a healthy, work-life balance. We are deeply committed to providing a workplace ambience that is both challenging and fulfilling.

3 years or more of experience in network monitoring, technical support, incident management, or NOC operations. Proficiency in monitoring dashboards, alerting tools, incident tracking, IP connectivity, and telecommunications services. Experience with Salesforce case management, incident documentation, vendor ticketing, escalation, and resolution tracking. Experience in troubleshooting network connectivity, telecom equipment, service interruptions, and call-processing issues. Experience with NG911, PSAP support, severity classification, incident bridges, SOGs, or public-safety communications. Excellent verbal and written communication skills.