Telecom Tier 1 Support

Summary

Join AireSpring, a leading provider of cloud communications, managed connectivity, and managed security, as a Telecom Support Specialist. You will troubleshoot Layer 1 and Layer 2 circuit issues, work with CLECs and ILECs to manage tickets, engage with vendors on hardware and software issues, and manage customer trouble tickets. The role requires strong troubleshooting skills, experience with network monitoring tools, and a working knowledge of various network technologies. You will provide detailed ticket updates and work in a 24/7/365 shift operation. Experience with SD-WAN technologies and various routers is a plus. AireSpring offers an award-winning customer experience and a positive work environment.

Requirements

• Position requires a minimum of 2 years of previous Manages Service or Telecom Support job-related experience
• 2+ years of experience researching and resolving telecom technical issues (voice, internet, SD WAN & data issues)
• Strong knowledge of WAN technologies. Experience with centralized device monitoring and management tools
• Working knowledge of Cisco, Juniper, and Adtran routers
• Prior experience working with CLECs (Verizon, AT&T, CenturyLink, etc.)
• Prior experience with Broadband, Fiber & Wireless repair
• Basic experience with network topology
• Understanding of Originating and Terminating Call Flows
• Excellent attention to detail and writing skills with the ability to make clear and concise notes in repair tickets, emails, and internal or external correspondence
• Familiar with SIP (Session Initiated Protocol), RTP (Real-time Transport Protocol)
• Testing & troubleshooting CLEC and ILEC network
• LAN/WAN, router, and firewall technologies knowledge
• Familiar with loopback testing
• Experience with SD-WAN design and troubleshooting
• Working knowledge of Traditional TDM networks

Responsibilities

• Ability to troubleshoot Layer 1 (physical layer) and layer 2 circuit issues
• Work with CLEC’s and ILEC’s to manager tickets and troubleshoot transport and layer 2 issues
• Engage and troubleshoot with vendors on hardware and software related issues
• Manage customer trouble tickets through our ticketing system
• Troubleshoot with the customers and vendors via phone, email, and chat to resolve service issues
• Provide detailed and timely ticket updates
• Work in a 24*7*365 shift operation environment to provide an exceptional customer experience
• Router (Cisco, Adtran, Juniper) experience
• General knowledge of Firewalls, Fortinet and Meraki

Preferred Qualifications

• Experience with network monitoring tools and systems is a plus
• Experience with SD-WAN technologies (Velo) is a plus