Job Description

Job Description

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.

    • Qualifications

    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

    • Additional Information

    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

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