Tier One Telecom Support Engineer

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

📋 Description

• Deliver technical support for telecom transport challenges.

• Collaborate with customers, carriers, and internal teams to swiftly and professionally address service interruptions.

• Conduct 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 evaluation.

• Directly engage with CLECs and ILECs to identify and resolve customer transport issues.

• Manage inbound and outbound technical communications with customers, agents, and transport partners.

• Create and oversee internal and carrier trouble tickets.

• Offer professional and courteous assistance via phone, email, and chat.

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

• Determine the root causes of problems and advise customers and internal teams on suitable next steps for resolution.

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

• Escalate intricate issues to Senior/Lead Technicians and Tier 2 support as needed.

• Manage and prioritize multiple issues concurrently while ensuring accuracy and adherence to service level agreements.

⛳️ Requirements

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

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

• Proficient knowledge of 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.).

• 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 capability to produce clear and concise documentation in repair tickets, emails, and internal or external correspondence.

• Understanding of SIP (Session Initiated Protocol) and RTP (Real-time Transport Protocol).

• Basic comprehension of SD-WAN and Firewall technologies.

• Experience in loopback testing and troubleshooting methodologies.

• Working knowledge of Traditional TDM networks, LAN/WAN, router, and firewall technologies.

• Relevant telecom industry certifications.

🏝️ Benefits

• Employees have the option to work remotely.