Regional Service and Support Specialist (RS3)

VAE, Inc.; Fort Belvoir (VA); On-site; USD 70,000 - 110,000; Full time

Job summary

VAE, Inc. is seeking a RS3 – Regional Service and Support Specialist to provide on-site and remote regional technical support for voice and Unified Communications environments, acting as the frontline for regional voice service issues.

This role is based at Fort Belvoir, VA, with responsibilities spanning desk phones, softphones, voice gateways, and related hardware. Responsibilities include resolving dial tone and call quality issues, performing MACs for voice endpoints, installing and

Qualifications

• Active Secret clearance required.
• An active DoD 8570 compliant certification required.
• Demonstrated experience troubleshooting VoIP/UC endpoints and supporting end users on voice service issues
• Strong customer service skills with experience providing regional or on-site technical support
• Experience installing and maintaining telephony and network hardware, including cabling
• Hands-on experience with Ribbon Communications voice platforms (e.g., SBC Core, SBC Edge, or Ribbon Session Border Controllers)
• Working knowledge of SIP trunking, VoIP protocols, and voice gateway configuration
• Experience troubleshooting call quality, routing, and interoperability issues in a Ribbon-based voice environment
• Familiarity with network fundamentals (TCP/IP, QoS, VLANs) as they relate to voice traffic
• Ability to travel to regional sites as needed to support voice service issues

Responsibilities

• Respond to and resolve voice service tickets — dial tone issues, call quality problems, voicemail, and handset provisioning
• Perform Moves, Adds, and Changes (MACs) for voice endpoints, including desk phones and softphones
• Install, configure, and maintain telephony and network hardware supporting voice services, including structured cabling and endpoint devices
• Coordinate with carriers and facilities teams to resolve local circuit and wiring issues affecting voice service
• Escalate complex UC/network issues beyond regional scope to the UC engineering team, providing clear documentation of troubleshooting steps taken
• Maintain accurate, current site-level voice service documentation and hardware inventory

Skills

VoIP troubleshooting

Customer support

On-site technical support

Networking basics

Tools

Ribbon SBC Core

Ribbon SBC Edge

Ribbon Session Border Controller

CUCM (Cisco)

Cisco UC

Job description

OVERVIEW:

VAE, Inc. is a full service IT Infrastructure Solutions Company focused on building, securing and supporting our clients’ mission critical enterprises. We provide a distinctive array of design, integration and implementation services as well as fully managed service offerings. VAE is at the forefront of leveraging multi-tenant capable technologies and shared IT services to create secure, reliable and cost-effective end-to-end services and solutions. We deliver exceptional infrastructure solutions with extremely talented employees using a client-focused partnering approach.

JOB TYPE:

Full-time

LOCATION:

Fort Belvoir, VA 22060 US (Primary) US

JOB DESCRIPTION:

The RS3 – Regional Service and Support Specialist provides on-site and remote regional technical support for the organization’s voice and Unified Communications (UC) environment. This role is the frontline point of contact for voice service issues at the regional level — desk phones, softphones, voice gateways, and related endpoint hardware — and is responsible for keeping regional voice services operating reliably and resolving user-facing voice issues.

Responsibilities:

• Respond to and resolve voice service tickets — dial tone issues, call quality problems, voicemail, and handset provisioning
• Perform Moves, Adds, and Changes (MACs) for voice endpoints, including desk phones and softphones
• Install, configure, and maintain telephony and network hardware supporting voice services, including structured cabling and endpoint devices
• Coordinate with carriers and facilities teams to resolve local circuit and wiring issues affecting voice service
• Escalate complex UC/network issues beyond regional scope to the UC engineering team, providing clear documentation of troubleshooting steps taken
• Maintain accurate, current site-level voice service documentation and hardware inventory

QUALIFICATIONS:

• Active Secret clearance required
• An active DoD 8570 compliant certification required
• Demonstrated experience troubleshooting VoIP/UC endpoints and supporting end users on voice service issues
• Strong customer service skills with experience providing regional or on-site technical support
• Experience installing and maintaining telephony and network hardware, including cabling
• Hands-on experience with Ribbon Communications voice platforms (e.g., SBC Core, SBC Edge, or Ribbon Session Border Controllers)
• Working knowledge of SIP trunking, VoIP protocols, and voice gateway configuration
• Experience troubleshooting call quality, routing, and interoperability issues in a Ribbon-based voice environment
• Familiarity with network fundamentals (TCP/IP, QoS, VLANs) as they relate to voice traffic
• Ability to travel to regional sites as needed to support voice service issues

Preferred Qualifications

• Ribbon Communications certification(s) or equivalent vendor training
• Experience with voice system migrations or SBC upgrades in a government or enterprise environment
• Cisco CCT Collaboration certification (or equivalent vendor voice/UC certification)
• Prior experience supporting a Cisco Unified Communications Manager (CUCM) or similar UC platform environment

CLEARANCE LEVEL:

Secret

CERTIFICATIONS:

8570 compliant certification

Equal Opportunity Employer:

VAE, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

Equal employment opportunity, including veterans and individuals with disabilities.

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