Tier One Telecom Support Engineer

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

📋 Description

• Deliver technical assistance for telecom transport challenges, collaborating with customers, carriers, and internal teams to swiftly and professionally resolve service interruptions.

• Conduct Layer 1 and Layer 2 OSI model testing and fault isolation through internal diagnostics, carrier testing, router log examination, loop testing, head-to-head assessments, and performance statistics analysis.

• Engage directly with CLECs and ILECs to investigate and address customer transport issues, coordinating with carriers and vendor representatives as necessary.

• Manage incoming and outgoing technical calls from customers, agents, and transport partners.

• Develop and oversee internal and carrier trouble tickets, taking corrective actions or escalating to the appropriate parties to ensure resolution within contracted SLAs.

• Offer professional and courteous support through phone, email, and chat communications.

• Efficiently and accurately log and document all interactions, issues, and resolutions in repair tickets and correspondence.

• Determine the root causes of problems (hardware, software, user-related, etc.) and advise customers and internal teams on suitable next steps for resolution.

• Provide training and education to end-users on telecom systems and troubleshooting methodologies.

• Escalate intricate issues to Senior/Lead Technicians and Tier 2 support when necessary.

• Collaborate cross-functionally with various departments and team members to expedite the resolution of complex service issues.

• Manage and prioritize multiple issues concurrently while ensuring accuracy and compliance with service level agreements in a dynamic and fast-paced environment.

⛳️ Requirements

• Minimum of 2 years of experience in researching and resolving telecom technical challenges (voice, internet, and data).

• In-depth knowledge of WAN technologies and centralized device monitoring and management tools.

• Proficient understanding of Cisco and Adtran routers, Velo SD-WAN devices, Meraki, and Fortinet Firewall hardware.

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

• Familiarity 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 produce clear and concise documentation in repair tickets, emails, and both internal and external correspondence.

🏝️ Benefits

• The working hours will vary on a monthly or quarterly basis.

• We offer 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 fluctuate by one to two hours. Scheduled workdays can range from Monday to Friday, Sunday to Thursday, or Tuesday to Saturday.