Central Office Telecommunications Technician

Edgewater Federal Solutions; Juan Tabo Hills (NM); On-site; USD 65,000 - 85,000; Full time

Job summary

Edgewater Federal Solutions seeks a Central Office Telecommunications Technician to support Avaya telephony systems and GPON voice services in a central office environment near Albuquerque, NM.

The role involves provisioning, trunk/configuration, voicemail management, and monitoring, with ticketing via ServiceNow and CAIRS. US citizenship and DOE security clearance required; 2+ years' related experience preferred.

Qualifications

• 2+ years of directly related experience in telecommunications operations.
• Ability to obtain and maintain DOE Security Clearance.
• Must be US Citizen.

Responsibilities

• Support, maintain, and troubleshoot Avaya telephony systems and voicemail.
• Support GPON voice services and related voice network infrastructure.
• Use ServiceNow and CAIRS to manage work orders, incidents, and requests.
• Respond to telecom service issues including SIP trunks and PRI circuits.
• Monitor and troubleshoot voice systems and alarms.
• Document actions and configurations for operational records.
• Collaborate with telecom engineers, network teams, and vendor staff.
• Assist with system deployments, upgrades, and migrations.

Skills

Avaya Telephony Systems

Avaya Voicemail Systems

GPON Voice Infrastructure

VoIP Technologies

Voice Network Infrastructure

Telecommunications Monitoring

ServiceNow Ticketing System

CAIRS Work Order

Central Office Equipment

Education

AS/AA in relevant discipline

Tools

ServiceNow

CAIRS

Job description

Overview

Edgewater Federal Solutions is seeking a Central Office Telecommunications Technician to support a major national laboratory.

The successful candidate will support the daily operations, maintenance, and troubleshooting of Avaya telecommunications systems, Avaya voicemail platforms, GPON-based voice services, and supporting voice network infrastructure within the central office environment.

Responsibilities

• Support, maintain, and troubleshoot Avaya telephony systems, including station provisioning, trunk configuration, call routing, and system performance monitoring.
• Administer and support Avaya voicemail systems, including voicemail mailbox setup, auto-attendant configuration, and voicemail troubleshooting.
• Support and troubleshoot voice services delivered over GPON infrastructure, including coordination with network teams to resolve voice service issues impacting GPON customers.
• Utilize ServiceNow and CAIRS ticketing systems to manage work orders, service requests, incident response, and customer support activities.
• Respond to and resolve telecom service issues affecting voice services, including SIP trunks, PRI circuits, GPON voice services, call routing, and voicemail functionality.
• Utilize telecommunications monitoring, diagnostic, and management tools provided by the organization to monitor system health, alarms, and performance of Avaya and related telecom systems.
• Maintain familiarity with additional monitoring platforms, operational tools, and telecom support systems used to support the Avaya voice environment.
• Assist with troubleshooting voice network infrastructure, including connectivity issues, VLAN configuration, and VoIP performance impacting voice communications.
• Support installation and maintenance of telecommunications equipment within the central office environment, including racks, patch panels, cross-connects, and telecom hardware.
• Assist with telecommunications infrastructure projects, including system deployments, equipment installations, system upgrades, and technology migrations.
• Participate in system implementation, testing, and cutover activities related to telecommunications infrastructure and voice services.
• Document troubleshooting actions, configuration updates, and operational activities within ServiceNow, CAIRS, and internal documentation systems.
• Collaborate with telecom engineers, network teams, field technicians, and vendor support teams to maintain telecommunications system reliability.
• Maintain documentation for telecommunications systems, operational procedures, and troubleshooting guides to support team knowledge sharing and operational continuity.
• Follow organizational documentation standards to ensure consistency, accuracy, and completeness of operational records.
• Other duties as assigned by the customer.

Qualifications

• AS/AA in relevant discipline plus minimum 2 years or more years of directly related experience that demonstrates the knowledge, skills, and ability to perform the duties of the job.
• Ability to obtain and maintain DOE Security Clearance
• Must be US Citizen

Required Skills:

• Avaya Telephony Systems (Avaya Aura, Communication Manager, IP Office)
• Avaya Voicemail Systems
• GPON Voice Infrastructure
• VoIP Technologies (SIP, PRI)
• Voice Network Infrastructure (Switching, VLANs, QoS)
• Telecommunications Monitoring & Diagnostic Tools
• ServiceNow Ticketing System
• CAIRS Work Order and Support System
• Central Office Telecommunications Equipment and Infrastructure

Job Locations

US-NM-Albuquerque

Contract Type

Full Time

About Us

Edgewater Federal Solutions is a privately held government contracting firm located in Frederick, MD. The company was founded in 2002 with the vision of being highly recognized and admired for supporting customer missions through employee empowerment, exceptional services and timely delivery. Edgewater Federal Solutions is ISO 9001, 20000-1, 270001 certified, appraised at CMMI Level 3 Maturity for Development and Services, and has been named in the Top Workplaces in the Greater Washington Area Small Companies for 2018 through 2025.

It has been and continues to be the policy of Edgewater Federal Solutions to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, veteran status, and/or other statuses protected by applicable law. #LI-KM1