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TELECOM TIER 1 SUPPORT

AireSpringIslamabad, Pakistan

30+ days ago

Job description

Job Description

RESPONSIBILITIES INCLUDE :

Ability to troubleshoot Layer 1 (physical layer) and layer 2 circuit issues.
Work with CLEC’s and ILEC’s to manager tickets and troubleshoot transport and layer 2 issues.
Engage and troubleshoot with vendors on hardware and software related issues.
Manage customer trouble tickets through our ticketing system.
Troubleshoot with the customers and vendors via phone, email, and chat to resolve service issues
Provide detailed and timely ticket updates
Experience with network monitoring tools and systems is a plus .
Experience with SD-WAN technologies (Velo) is a plus
Work in a 24
365 shift operation environment to provide an exceptional customer experience
Router (Cisco, Adtran, Juniper) experience is a plus
General knowledge of Firewalls and Meraki is a plus

Qualifications

Position requires a minimum of one (1) year of previous Telecom Technical Customer Support job-related experience.

1+ 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, Juniper, and Adtran routers.

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

Prior experience with T1, Fiber & DS3 repair

Basic experience with network topology

Understanding of Originating and Terminating Call Flows

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).

Testing & troubleshooting CLEC network is a plus

Any telecom Certifications are a plus

LAN / WAN, router, and firewall technologies knowledge is a plus

Familiar with T1 loopback testing is a plus

Experience with SD-WAN is a plus

Working knowledge of Traditional TDM networks is a plus

Additional Information

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Telecom Tier Support • Islamabad, Pakistan