Tier One Telecom Support Engineer Remote

AireSpring

Islamabad

On-site

PKR 1,000,000 - 1,300,000

Full time

14 days+

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Job summary

AireSpring is seeking a Tier One Telecom Support Engineer to deliver technical support for transport and network issues. You will troubleshoot, coordinate with CLECs/ILECs, and manage tickets with a focus on fast, professional resolutions.

Ideal candidates have strong WAN knowledge, hands-on router experience (Cisco/Adtran/Meraki/Fortinet), and excellent communication skills for customer interactions.

Qualifications

2+ years of experience resolving telecom technical issues (voice, internet, data)
Strong knowledge of WAN technologies and device monitoring tools
Experience with Cisco, Adtran, Meraki, Fortinet hardware and SD-WAN
Experience with CLECs/ILECs and various transport technologies

Responsibilities

Perform Layer 1/2 testing and fault isolation; review router logs and performance stats
Coordinate with CLECs/ILECs and carriers to resolve transport issues
Handle inbound/outbound technical calls and manage repair tickets with SLAs
Communicate professionally via phone, email, and chat; set expectations with customers
Log all interactions and resolutions in repair tickets and notes
Identify root causes and advise on next steps for resolution
Provide end-user training on telecom systems and troubleshooting
Escalate complex issues to senior staff; collaborate cross-functionally
Multi-task effectively in a fast-paced environment to meet SLAs

Skills

WAN technologies

Troubleshooting

Network protocols

Documentation

LAN/WAN knowledge

Tools

Cisco routers

Adtran routers

Velo SD-WAN

Meraki

Fortinet Firewall

Job description

Company Description

Founded in 2001, family owned and operated AireSpring is a leading Provider of Cloud Communications, Managed Connectivity and Managed Security which has earned its stellar reputation by taking service and support to the next level, delivering an award-winning customer experience that far exceeds the industry standards. AireSpring has delivered 20 years of outstanding service to its rapidly rising base of national and global customers, while growing organically and remaining debt free.
As the trusted provider to over 22,000 enterprise locations worldwide, our mission is to help our clients connect and communicate easily. We aim to delight our customers and partners by providing personalized, outstanding service.
The company has built a solid reputation of integrity, reliability and dependability with its channel partners, end-user customers and technology partners.
We have received more than 100 coveted industry awards including \"Product of the Year- SD-WAN and UCaaS\", \"Excellence in Customer Service\", \"Unified Communications Excellence\", \"Best in Show,\" \"Best Telecom Deal\" and \"Top Channel Program\".

Job Description

As a Tier One Telecom Support Engineer, you will provide technical support for telecom transport issues, working with customers, carriers, and internal teams to resolve service disruptions quickly and professionally. This role requires strong troubleshooting skills, excellent communication abilities, and the ability to manage multiple issues simultaneously in a fast-paced environment.

KEY RESPONSIBILITIES:

Technical Troubleshooting: Perform Layer 1 and Layer 2 OSI model 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.

Qualifications

Required Experience

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

Strong knowledge of WAN technologies and centralized device monitoring and management tools

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

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

Experience with broadband, copper, fiber, and wireless transport technologies

Basic understanding of network topology, ping, and traceroute commands

Excellent attention to detail and writing skills with the ability to create clear and concise documentation in repair tickets, emails, and internal or external correspondence

Preferred Qualifications