Telecom Tier 1 Support

Responsibilities

• Troubleshoot Layer 1 and Layer 2 circuit issues
• Work with CLECs and ILECs to manage tickets and troubleshoot transport issues
• Engage with vendors to resolve hardware and software related issues
• Manage customer trouble tickets through the internal ticketing system
• Communicate with customers and vendors via phone, email, and chat
• Provide detailed and timely ticket updates
• Operate within a 24/7/365 shift environment

Requirements

• Minimum 2 years of Managed Service or Telecom Support experience
• 2+ years researching and resolving telecom technical issues (voice, internet, SD-WAN, and data)
• Strong knowledge of WAN technologies and network topology
• Working knowledge of Cisco, Juniper, and Adtran routers
• Experience with CLECs such as Verizon, AT&T, or CenturyLink
• Experience with Broadband, Fiber, and Wireless repair
• Familiarity with SIP and RTP protocols
• Knowledge of LAN/WAN, router, and firewall technologies
• Understanding of originating and terminating call flows
• Familiarity with loopback testing and traditional TDM networks

Preferred Qualifications

• Experience with network monitoring tools and systems
• Experience with SD-WAN technologies (Velo)
• Knowledge of Firewalls, Fortinet, and Meraki