Tier One Telecom Support Engineer

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AireSpring

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2001

Founded in 2001 with headquarters in Clearwater, FL, AireSpring is an award-winning global managed services provider and next generation aggregator specializing in Managed IT, Network Services and Unified Communications serving thousands of businesses worldwide. AireSpring provides fully managed and connected end-to-end, next-generation solutions for multi-location, enterprise customers, including Global Managed SD-WAN, Unified Communications (UCaaS), Business VoIP, SIP Trunking with Microsoft Teams integration, MPLS, Managed Security, Managed Failover, and Global Business Internet. AireSpring's solutions are offered through a diversified network of global channel partners that includes distributors, technology solutions brokers, online technology marketplaces, telecom sales agencies, managed service providers, and value-added resellers. AireSpring's services are delivered over its revolutionary nationwide IP network, or Global Private Network (GPN) with 23 PoPs worldwide providing customers with a fully integrated, end-to-end solution from a single vendor.AireSpring has received numerous industry awards for "Product of the Year,"​ "Best Telecom Deal,"​ "Best in Show,"​ and "Top Channel Program."​ AireSpring is privately held, diversified, debt-free, and renowned in the industry for delivering a broad range of innovative cloud communications and connectivity solutions at competitive rates.

📋 Description

• Provide technical support for telecom transport issues, working with customers, carriers, and internal teams to resolve service disruptions quickly and professionally. • 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. • Work directly with CLECs and ILECs to troubleshoot and resolve customer transport issues, coordinating with carriers and customer vendors as needed. • 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. • Provide professional and courteous support via phone, email, and chat. • Log and document all interactions, issues, and resolutions efficiently and accurately in repair tickets and correspondence. • Identify the source of problems (hardware, software, user-related, etc.) and advise customers and internal teams on appropriate next steps for resolution. • Provide end-user training and education on telecom systems and troubleshooting procedures. • 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. • Manage and prioritize multiple issues simultaneously while maintaining accuracy and meeting service level agreements in a dynamic, fast-changing environment.

🎯 Requirements

• 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.

🏖️ Benefits

• 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