Telecom Support Technician – Tier 1

Worldnet Telecommunications Llc; Guaynabo (PR); On-site; USD 32,000 - 52,000; Full time

Benefits offered by this job

Medical Plan

Retirement Plan with Employer Matching

Life Insurance

Birthday Holiday

Personal Days

Among Others...

Job summary

WorldNet Telecommunications in Guaynabo, PR is seeking a first-level support specialist to resolve a large portion of issues on the first call, while adhering to SOPs and SLAs.

You will troubleshoot with customers and technicians, update repair orders, and coordinate with internal teams to restore service quickly.

This role requires bilingual English/Spanish, strong problem-solving, and the ability to work in a fast-paced environment.

Qualifications

• Associates Degree and two years of related experience or equivalent.
• Understand legacy and modern telecom concepts: POTS, PBX, T-1 VoIP.
• Experience in networking and telephony services.
• Knowledge of TCP/IP suite; testing DS1 & DS3.
• Troubleshoot service interruptions in telecom transport.
• Must be bilingual (Spanish and English).
• Strong communication and customer focus.

Responsibilities

• Handle customer service repair and troubleshooting calls or emails; aim for first call resolution of 25%+.
• Maintain service levels 80% or higher per company requirements.
• Troubleshoot, diagnose and refer repair tickets per SOP.
• Identify recurring issues; escalate to Team Leader for solutions.
• Update repair orders in the tracking system daily.
• Keep customers informed of repair status daily.

Skills

Customer Focus

Problem Solving

Oral Communication

Negotiation

Critical Thinking

Language Proficiency

Education

Associates Degree and 2 years related experience

Tools

TCP/IP

OSPF/BGP

Routers & Switches

Firewalls

MS Office

Job description

WorldNet Telecommunications in Guaynabo, PR is seeking a first-level support specialist to resolve a large portion of issues on the first call, while adhering to SOPs and SLAs.

You will troubleshoot with customers and technicians, update repair orders, and coordinate with internal teams to restore service quickly.

This role requires bilingual English/Spanish, strong problem-solving, and the ability to work in a fast-paced environment.