Tier One Repair Telecom

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 NOC's.  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 CLEC's and ILEC's 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 SLA's.
• 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 client's 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.  

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

The hours will vary monthly or quarterly. We have six standard shifts:

• Day Shift: 7 AM – 4 PM
• Mid Shift: 2 PM – 11 PM
• Night Shift: 10 PM – 5 AM

Start and end times may vary by one to two hours. Scheduled workdays can fall within any of the following ranges:

• Monday to Friday
• Sunday to Thursday
• Tuesday to Saturday