Frontline technical support role focused on resolving telecommunications service issues for customers through troubleshooting, coordination with carriers, and effective customer communication.
Responsibilities
- Perform testing and fault isolation at OSI layers 1 and 2 through internal diagnostics, carrier coordination, and engagement with customer vendors or technical NOCs.
- Collaborate directly with competitive and incumbent local exchange carriers to resolve customer issues with T1, broadband, and voice services.
- Handle inbound and outbound technical calls from customers, agents, and transport partners.
- Generate and manage internal and carrier trouble tickets, take corrective actions, and coordinate with relevant parties to resolve service issues.
- Support customers through email, chat, and phone to diagnose and resolve technical problems.
- Assess service issues and take initiative to implement appropriate solutions.
- Prioritize and manage multiple tasks to resolve trouble tickets efficiently and meet SLA requirements.
- Deliver professional and courteous customer service while setting clear expectations based on established procedures.
- Handle multiple concurrent issues in a high-pressure, rapidly changing environment.
- Conduct follow-up calls to clients regarding escalated technical issues and system status updates until resolution is achieved and client satisfaction is confirmed.
- Use strong interpersonal abilities to build and maintain customer relationships.
- Accurately log and document all interactions and technical issues in a timely manner.
- Identify the root cause of technical problems—whether hardware, software, or user-related—and recommend appropriate next steps.
- Provide technical support including training and guidance to end users.
- Escalate unresolved issues to the Senior or Lead Technician on shift as needed.
- Coordinate with leads, managers, and Tier 2 technicians to ensure timely resolution of customer issues.
- Collaborate with other departments to address complex service problems.
Requirements
- Experience performing testing and fault isolation at OSI model layers 1 and 2.
- Ability to work with CLECs and ILECs to troubleshoot T1, broadband, and voice service issues.
- Proven experience creating and managing internal and carrier-generated trouble tickets.
- Proficient in handling inbound and outbound technical support calls from customers and partners.
- Strong documentation skills with consistent and accurate logging of all interactions and issues.
- Capable of managing, prioritizing, and multitasking in a high-pressure environment.
- Skilled in identifying root causes of technical issues, including hardware, software, or user-related problems.
- Effective communication abilities to clearly explain next steps and resolutions.
- Customer-focused with the ability to set expectations and build strong relationships.
- Able to escalate issues appropriately to senior or lead technicians when necessary.
Nice to Have
- Experience supporting SD-Wan technologies.
- Familiarity with Meraki networking equipment and systems.
- Experience working with Fortinet security and networking platforms.
- Experience supporting 8x8 voice and communication services.
Tech Stack
OSI model (Layer 1 and 2), T1, Broadband, Voice, HDSL, PM Stats, Router logs, Loop testing, Head to head testing, SD-Wan, Meraki, Fortinet, 8x8
Team
Reports to Senior/Lead Technician
