Tier One Telecom Support Engineer

Job Description RESPONSIBILITIES INCLUDE: Testing and Fault Isolation on layer 1 and 2 of the OSI model by internal troubleshooting, testing with carriers, and working with customer vendors and/or technical support NOCs. This could include viewing router logs, loop testing, head to head testing, and PM Stats or a combination of all of the above. Working directly with CLECs and ILECs to troubleshoot customer transport issues. Inbound/outbound technical call handling from customers, agents, and transport partners. Create internal trouble tickets and carrier tickets, taking corrective action as required or contacting the appropriate parties to resolve issues. You will be working with customers via email, chat, and phone to resolve issues. You will have to determine the appropriate actions to take and have the self-motivation to deal with the service issue. Manage, prioritize, and multi-task to resolve trouble tickets as quickly and accurately as possible in order to meet contracted SLAs. Provide a professional and courteous customer service experience and set expectations based on established processes. Manage multiple issues simultaneously in high pressure environment where change is commonplace. Make follow-up calls to clients on escalated technical issues and system status updates until the issue has been resolved to the clients satisfaction and use interpersonal skills to build strong relationships. Log/document all interactions and issues efficiently. Determine source of problems (hardware, software, user, etc.) and advise on appropriate action (next steps) for resolution. Provide technical support which would include training and educating end users. Escalate to Senior/Lead Technician on shift as necessary for trouble resolution Troubleshoot and interact with leads, managers and tier 2 techs to make sure the customer issues are resolved as quickly as possible. Work with other departments to help in resolving complex service issues. Position requires a minimum of one (2) years of previous Telecom Technical Customer Support job-related experience. Qualifications Experience 2+ years of experience researching and resolving telecom technical issues (voice, internet & data issues). Strong knowledge of WAN technologies. Experience with centralized device monitoring and management tools. Working knowledge of Cisco and Adtran routers, Velo SD-WAN devices, Meraki and Fortinet Firewall hardware Basic Understanding of SD-WAN and Firewall technologies. Prior experience working with CLECs and ILECs (Verizon, AT&T, CenturyLink, etc.) Prior experience with broadband, copper, fiber, and wireless transport Basic experience with network topology Basic understanding of ping and trace route Excellent attention to detail and writing skills with the ability to make clear and concise notes in repair tickets, emails, and internal or external correspondence. Familiar with SIP (Session Initiated Protocol), RTP (Real-time Transport Protocol). Any telecom Certifications are a plus LAN/WAN, router, and firewall technologies knowledge is a plus Familiar with loopback testing and troubleshooting is a plus Experience with SD-WAN and Firewall technologies is a plus Working knowledge of Traditional TDM networks is a plus