Global provider of Managed SD-WAN, UCaaS, Managed Security, and Business Internet to Multi-location enterprises.
Tier One Telecom Support Engineer
Location
Pakistan
Posted
1 day ago
Salary
0
Seniority
Mid Level
Job Description
Tier One Telecom Support Engineer
AireSpring
• Provide technical support for telecom transport issues, working with customers, carriers, and internal teams to resolve service disruptions quickly and professionally. • Perform Layer 1 and Layer 2 OSI model testing and fault isolation through internal troubleshooting, carrier testing, router log analysis, loop testing, head-to-head testing, and performance statistics review. • Work directly with CLECs and ILECs to troubleshoot and resolve customer transport issues, coordinating with carriers and customer vendors as needed. • Handle inbound and outbound technical calls from customers, agents, and transport partners. • Create and manage internal and carrier trouble tickets, taking corrective action or escalating to appropriate parties to resolve issues within contracted SLAs. • Provide professional and courteous support via phone, email, and chat. • Log and document all interactions, issues, and resolutions efficiently and accurately in repair tickets and correspondence. • Identify the source of problems (hardware, software, user-related, etc.) and advise customers and internal teams on appropriate next steps for resolution. • Provide end-user training and education on telecom systems and troubleshooting procedures. • Escalate complex issues to Senior/Lead Technicians and Tier 2 support as necessary. • Work cross-functionally with other departments and team members to resolve complex service issues as quickly as possible. • Manage and prioritize multiple issues simultaneously while maintaining accuracy and meeting service level agreements in a dynamic, fast-changing environment.
Job Requirements
- 2+ years of experience researching and resolving telecom technical issues (voice, internet, and data)
- Strong knowledge of WAN technologies and centralized device monitoring and management tools
- Working knowledge of Cisco and Adtran routers, Velo SD-WAN devices, Meraki, and Fortinet Firewall hardware
- Prior experience working with CLECs and ILECs (Verizon, AT&T, CenturyLink, etc.)
- Experience with broadband, copper, fiber, and wireless transport technologies
- Basic understanding of network topology, ping, and traceroute commands
- Excellent attention to detail and writing skills with the ability to create clear and concise documentation in repair tickets, emails, and internal or external correspondence.
Benefits
- The hours will vary monthly or quarterly
- We have six standard shifts: Day Shift: 7 AM – 4 PM Mid Shift: 2 PM – 11 PM Night Shift: 10 PM – 5 AM Start and end times may vary by one to two hours. Scheduled workdays can fall within any of the following ranges: Monday to Friday Sunday to Thursday Tuesday to Saturday
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