Tier One Telecom Support Engineer

🕒 July 29

🇵🇭 Philippines – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

🚫👨‍🎓 No degree required

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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 • Work 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 • Handle inbound and outbound technical calls from customers, agents, and transport partners • Create and manage internal and carrier trouble tickets • 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 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 • Manage and prioritize multiple issues simultaneously while maintaining accuracy and meeting service level agreements

🎯 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. • Familiarity with SIP (Session Initiated Protocol) and RTP (Real-time Transport Protocol) • Basic understanding of SD-WAN and Firewall technologies • Experience with loopback testing and troubleshooting procedures • Working knowledge of Traditional TDM networks LAN/WAN, router, and firewall technologies expertise • Telecom industry certifications

🏖️ Benefits

• Employees can work remotely