Tier One Repair Telecom

Responsibilities

• Perform testing and fault isolation on OSI layers 1 and 2
• Troubleshoot customer transport issues with CLECs and ILECs
• Handle inbound and outbound technical calls from customers and partners
• Create and manage internal trouble tickets and carrier tickets
• Resolve issues via email, chat, and phone
• Manage and prioritize multiple trouble tickets to meet SLAs
• Document all interactions and technical issues efficiently
• Provide technical support and training to end users
• Escalate complex issues to Senior or Lead Technicians

Requirements

• 2+ years of telecom technical customer support experience
• Experience resolving voice, internet, and data issues
• Strong knowledge of WAN technologies
• Working knowledge of Cisco, Adtran, Velo SD-WAN, Meraki, and Fortinet hardware
• Basic understanding of SD-WAN, Firewall, and network topology
• Experience working with carriers like Verizon, AT&T, or CenturyLink
• Familiarity with broadband, copper, fiber, and wireless transport
• Understanding of ping, trace route, SIP, and RTP
• Excellent attention to detail and technical writing skills

Preferred Qualifications

• Telecom certifications
• Knowledge of LAN/WAN, router, and firewall technologies
• Experience with loopback testing and troubleshooting
• Working knowledge of traditional TDM networks

About the Company

Founded in 2001, AireSpring is a leading provider of Cloud Communications, Managed Connectivity, and Managed Security, serving over 22,000 enterprise locations worldwide.