Tier 1 Telecom Support Engineer: Rapid Issue Resolver

AireSpring; Pasig; Remote; PHP 420,000 - 640,000; Full time

Job summary

AireSpring 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. Strong troubleshooting and communication skills are essential.

You will handle tickets, document interactions, and assist with training and escalation as needed while working across multiple issues in a fast-paced environment to meet SLAs.

Qualifications

• 2+ years resolving telecom issues (voice, internet, data).
• Strong knowledge of WAN technologies and monitoring tools.
• Experience with Cisco/Adtran, Meraki, and Fortinet hardware.
• Familiarity with CLECs/ILECs partnerships (Verizon, AT&T, CenturyLink).

Responsibilities

• Technical Troubleshooting: Perform Layer 1–2 OSI testing and fault isolation through internal troubleshooting, carrier testing, router log analysis, loop testing, head-to-head testing, and performance statistics review.
• Carrier Coordination: Work directly with CLECs and ILECs to troubleshoot and resolve customer transport issues, coordinating with carriers and customer vendors as needed.
• Ticket Management: Handle inbound and outbound technical calls from customers, agents, and transport partners. Create and manage internal and carrier trouble tickets, taking corrective action or escalating to appropriate parties to resolve issues within contracted SLAs.
• Customer Communication: Provide professional and courteous support via phone, email, and chat. Determine appropriate actions for issue resolution, set clear expectations, and make follow-up calls on escalated issues until customer satisfaction is achieved.
• Issue Documentation: Log and document all interactions, issues, and resolutions efficiently and accurately in repair tickets and correspondence.
• Problem Diagnosis: Identify the source of problems (hardware, software, user-related, etc.) and advise customers and internal teams on appropriate next steps for resolution.
• Technical Support & Training: Provide end-user training and education on telecom systems and troubleshooting procedures.
• Escalation & Collaboration: Escalate complex issues to Senior/Lead Technicians and Tier 2 support as necessary. Work cross-functionally with other departments and team members to resolve complex service issues as quickly as possible.
• Multi-tasking in High-Pressure Environment: Manage and prioritize multiple issues simultaneously while maintaining accuracy and meeting service level agreements in a dynamic, fast-changing environment.

Skills

Troubleshooting

WAN technologies

Cisco/Adtran

Carrier coordination

Documentation

Tools

Cisco routers

Adtran routers

Velo SD-WAN

Meraki

Fortinet Firewall

Job description

AireSpring 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. Strong troubleshooting and communication skills are essential.

You will handle tickets, document interactions, and assist with training and escalation as needed while working across multiple issues in a fast-paced environment to meet SLAs.