Wireless Network Operations Center (WNOC) Lead

Job Description

Job DescriptionSalary:

A3 Technology, Inc. is seeking a highly skilled Wireless Network Operations Center (WNOC) Lead to oversee 24x7x365 operations supporting Customes Border Protections Land Mobile Radio (LMR) environment within the TACCOM program. The WNOC Lead ensures reliable mission communications by directing monitoring, triage, service restoration, and customer support for CBP wireless networks and interfaces.

This role serves as the single point of contact for the GPM, TPOC/TM, and GS; leads first-line response for calls, emails, and tickets; governs escalation to wireless application owners (LMR, COTHEN, USBP, CBP FTO, etc.); and drives accurate logging, reporting, and knowledge management across the WNOC.

Key Responsibilities:

• Operate a 24x7x365 WNOC for TACCOM LMR; act as the single POC for the GPM, TPOC/TM, and GS.
• Serve as the first point of contact for customers via phone, email, and ticket; provide timely, accurate feedback and status updates.
• Perform remote troubleshooting using diagnostic techniques and targeted questions; determine best solutions based on issue context.
• Walk customers through step-by-step problem resolution, own issues through restoration and closure.
• Escalate unresolved incidents per standard procedures to appropriate internal teams and wireless application owners (LMR, COTHEN, USBP, CBP FTO, etc.).
• Record events/problems/actions/resolutions in logs and the ticketing system; ensure proper categorization and closure.
• Monitor network performance (availability, utilization, throughput, latency); identify anomalies and initiate remediation or escalation.
• Identify and propose procedure improvements; document knowledge as tech notes/articles and maintain current SOPs/runbooks.
• Check computer hardware (HDDs, peripherals) for functionality; install/configure software and functions per specifications; guide users on operation.
• Reset passwords and unlock user accounts; perform Motorola radio console password resets as required.
• Liaise with vendors and IT personnel for problem resolution; coordinate field activities as needed.
• Stage and prepare TACCOM LMR equipment for shipment to field sites under government oversight.
• Under government direction, support the test laboratory on non-production systems: set up equipment, configure, test, disassemble, and package.
• Support AtHoc technical events and projects; ensure communications readiness for planned activities.
• Provide daily/weekly/monthly CIO-ready operational reports from ticketing systems and databases; ensure accuracy and timeliness.
• Upon identification of a resolution, implement solutions or workarounds within two (2) hours, or based on field site availability, fully document outcomes.

Minimum Qualifications:

• Bachelors degree in Information Systems, Computer Science, Engineering, IT, Networking, Telecommunications, or related field.
• 5+ years in network or wireless operations (LMR, cellular, or RF systems) with ticketing and monitoring tools experience.
• Strong understanding of networking and wireless fundamentals and standard troubleshooting practices.
• Proven ability to lead teams in a missioncritical, customerfacing operations environment.
• U.S. Citizenship and eligibility for required CBP background clearance; ability to work onsite in secured facilities (Orlando, FL and other locations).

Highly Desired Qualifications:

• Certifications: ITIL v3/4 Foundation; CompTIA (Network+, Security+); Cisco CCNA.
• Handson experience supporting LMR or specialized federal wireless environments (e.g., COTHEN).
• Experience building KPI dashboards and operational reports for leadership.

Additionally, US Citizenship or documented proof of eligibility to work in the US is a must. Upon receiving a conditional offer of employment, candidates will undergo a Government investigation and must meet eligibility requirements for Government clearance. Verification of past employment, education and references is also required. It is imperative that candidates be either a US citizen or a current green card holder with the last 3 consecutive years as a resident of the US.

The salary range for positions is $50,000 to $175,000. This range is provided as a general guideline and should not be interpreted as a guarantee of compensation. Actual salary offers will be determined based on a variety of factors, including but not limited to the specific responsibilities of the position, the candidates education, experience, location, knowledge, skills, and abilities. In addition, compensation may be influenced by applicable Federal Government contract labor categories and established contract wage rates.

At A3 Technology, Inc., we take pride in being an Equal Opportunity Employer (EEO) and Affirmative Action (AA) employer. We're committed to considering all qualified candidates for employment without regard to race, religion, color, sex, sexual orientation, gender identity, age, protected veteran status, disability, national origin, genetic information or any other protected status.