Regional Service and Support Specialist (RS3) in Fort Belvoir, Virginia at VAE INC

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

• 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

• 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