Tier One Telecom Support Engineer

This is a fully remote position, open to applicants in India.

📋 Description

• Offer technical support for telecom transport-related challenges

• Collaborate directly with CLECs and ILECs to diagnose and resolve customer transport issues

• Manage inbound and outbound technical calls from customers, agents, and transport partners

• Create and oversee internal and carrier trouble tickets

• Deliver professional and courteous assistance via phone, email, and chat

• Efficiently and accurately log and document all interactions, issues, and solutions

• Determine the root cause of problems and advise customers and internal teams on suitable next steps

• Provide end-user training and education on telecom systems and troubleshooting methods

• Work in conjunction with other departments and team members to address complex service challenges

⛳️ Requirements

• Over 2 years of experience in researching and resolving telecom technical issues (voice, internet, and data)

• Strong understanding of WAN technologies and centralized device monitoring and management tools

• Familiarity with Cisco and Adtran routers, Velo SD-WAN devices, Meraki, and Fortinet Firewall hardware

• Previous experience working with CLECs and ILECs (Verizon, AT&T, CenturyLink, etc.)

• Experience with broadband, copper, fiber, and wireless transport technologies

• Basic knowledge of network topology, as well as ping and traceroute commands

• Exceptional attention to detail and writing skills, with the ability to create clear and concise documentation in repair tickets, emails, and both internal and external correspondence.

🏝️ Benefits

• Health insurance

• Flexible work arrangements

• Paid time off