Remote Tier-1 Telecom Support Engineer

Doist; Pasig; Remote; PHP 240,000 - 360,000; Full time

Job summary

Doist in Pasig, Philippines is seeking a Tier One Telecom Support Engineer to provide technical support for telecom transport issues, coordinating with customers, carriers, and internal teams to resolve service disruptions quickly and professionally.

The role requires strong troubleshooting, excellent communication, and the ability to manage multiple issues under tight SLAs, with thorough documentation of all interactions and resolutions for internal tracking.

Qualifications

• Experience in Layer 1/Layer 2 OSI testing and fault isolation.
• Ability to analyze router logs and perform fault isolation.
• Experience coordinating with carriers (CLECs/ILECs).
• Strong communication for phone, email, and chat support.
• Ability to log, track, and manage repair tickets.
• Identify problem sources (hardware/software/user-related).
• Provide end-user training on telecom systems.
• Escalate to Senior/Lead Technicians when needed.
• Able to manage multiple issues with SLA adherence.

Responsibilities

• Perform Layer 1 and Layer 2 OSI testing and fault isolation.
• Coordinate with CLECs and ILECs to resolve transport issues.
• Handle inbound/outbound technical calls and manage trouble tickets.
• Provide professional support via phone, email, and chat.
• Document interactions and resolutions in repair tickets.
• Identify problem sources and advise next steps for resolution.
• Provide end-user training on telecom systems.
• Escalate complex issues to senior technicians and collaborate cross-functionally.
• Prioritize multiple issues while meeting SLAs.

Skills

Technical Troubleshooting

Carrier Coordination

Ticket Management

Customer Communication

Issue Documentation

Problem Diagnosis

Technical Support & Training

Escalation & Collaboration

Multi-tasking

Job description

Doist in Pasig, Philippines is seeking a Tier One Telecom Support Engineer to provide technical support for telecom transport issues, coordinating with customers, carriers, and internal teams to resolve service disruptions quickly and professionally.

The role requires strong troubleshooting, excellent communication, and the ability to manage multiple issues under tight SLAs, with thorough documentation of all interactions and resolutions for internal tracking.