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*7*365 shift operation environment to provide an exceptional customer experience

- Router (Cisco, Adtran, Juniper) experience 

- General knowledge of Firewalls, Fortinet and Meraki 

Qualifications

  • Position requires a minimum of 2 years of previous Manages Service or Telecom Support job-related experience.
  • 2+ years of experience researching and resolving telecom technical issues (voice, internet, SD WAN & 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 Broadband, Fiber & Wireless 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 and ILEC network
  • LAN/WAN, router, and firewall technologies knowledge 
  • Familiar with loopback testing 
  • Experience with SD-WAN design and troubleshooting
  • Working knowledge of Traditional TDM networks 

    • Additional Information

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