RESPONSIBILITIES INCLUDE

- Testing and Fault Isolation on layer 1 and 2 of the OSI model by internal troubleshooting, testing with carriers, and working with customer vendors and/or technical support NOCs. This could include viewing router logs, loop testing, head to head testing, and PM Stats or a combination of all of the above.

- Working directly with CLECs and ILECs to troubleshoot customer transport issues.

- Inbound/outbound technical call handling from customers, agents, and transport partners. Create internal trouble tickets and carrier tickets, taking corrective action as required or contacting the appropriate parties to resolve issues.

- You will be working with customers via email, chat, and phone to resolve issues. You will have to determine the appropriate actions to take and have the self-motivation to deal with the service issue.

- Manage, prioritize, and multi-task to resolve trouble tickets as quickly and accurately as possible in order to meet contracted SLAs.

- Provide a professional and courteous customer service experience and set expectations based on established processes.

- Manage multiple issues simultaneously in high pressure environment where change is commonplace.

- Make follow-up calls to clients on escalated technical issues and system status updates until the issue has been resolved to the clients satisfaction and use interpersonal skills to build strong relationships.

- Log/document all interactions and issues efficiently.

- Determine source of problems (hardware, software, user, etc.) and advise on appropriate action (next steps) for resolution.

- Provide technical support which would include training and educating end users.





- Escalate to Senior/Lead Technician on shift as necessary for trouble resolution

- Troubleshoot and interact with leads, managers and tier 2 techs to make sure the customer issues are resolved as quickly as possible.

- Work with other departments to help in resolving complex service issues.

- Position requires a minimum of one (2) years of previous Telecom Technical Customer Support job-related experience. Qualifications

Experience

- 2+ years of experience researching and resolving telecom technical issues (voice, internet & data issues).

- Strong knowledge of WAN technologies.

Experience with centralized device monitoring and management tools.

- Working knowledge of Cisco and Adtran routers, Velo SD-WAN devices, Meraki and Fortinet Firewall hardware

- Basic Understanding of SD-WAN and Firewall technologies.

- Prior experience working with CLECs and ILECs (Verizon, AT&T;, CenturyLink, etc.)

- Prior experience with broadband, copper, fiber, and wireless transport

- Basic experience with network topology

- Basic understanding of ping and trace route

- Excellent attention to detail and writing skills with the ability to make explicit and concise notes in repair tickets, emails, and internal or external correspondence.

- Familiar with SIP (Session Initiated Protocol), RTP (Real-time Transport Protocol).

- Any telecom Certifications are a plus

- LAN/WAN, router, and firewall technologies knowledge is a plus

- Familiar with loopback testing and troubleshooting is a plus

- Experience with SD-WAN and Firewall technologies is a plus

- Working knowledge of Traditional TDM networks is a plus

📌 Tier One Telecom Support Engineer (Pune)
🏢 AireSpring
📍 Pune