Telecom Repair & Tier-1 Support Tech

AireSpring, Inc.; Pasig; On-site; PHP 360,000 - 600,000; Full time

Benefits offered by this job

Medical

SL/VL (Sick Leave / Vacation Leave)

Monthly attendance bonus

Job summary

AireSpring is a leading provider of Cloud Communications and Managed Connectivity Solutions, known for award-winning services. We are seeking a Telecom Repair Technician/Tier 1 Support to diagnose and resolve issues across voice, data, and network services for our customers in a fast-paced environment.

The role involves direct engagement with customers via email, chat, and phone, managing tickets, coordinating with carriers, and escalating when needed.

Qualifications

• Minimum of one year of Telecom Technical Customer Support experience.
• 1+ years researching and resolving telecom technical issues (voice, internet & data).
• Strong knowledge of WAN technologies.
• Experience with Cisco, Juniper, and Adtran routers.
• Prior experience with T1, Fiber and DS3 repair.
• Familiar with SIP and RTP protocols.

Responsibilities

• Testing and fault isolation on layer 1/2 of the OSI model with carriers and vendors.
• Troubleshoot customer T1, broadband and voice issues with CLECs/ILECs.
• Handle inbound/outbound technical calls from customers and partners.
• Create and manage internal and carrier tickets; take corrective action as needed.
• Communicate with customers via email, chat, and phone; determine actions and follow up.
• Prioritize and multi-task to meet SLA targets; document interactions clearly.
• Escalate to senior/lead technician when required; collaborate with other departments.

Skills

Telecom troubleshooting

Customer support

WAN technologies

SIP/RTP knowledge

Ticket documentation

Time management

Education

Telecom Certification (preferred)

Tools

Cisco routers

Juniper routers

Adtran routers

Network monitoring tools

Job description

AireSpring is a leading provider of Cloud Communications and Managed Connectivity Solutions, known for award-winning services. We are seeking a Telecom Repair Technician/Tier 1 Support to diagnose and resolve issues across voice, data, and network services for our customers in a fast-paced environment.

The role involves direct engagement with customers via email, chat, and phone, managing tickets, coordinating with carriers, and escalating when needed.