A Telecom Tier 1 Support role focused on resolving Layer 1 and Layer 2 circuit issues, managing customer tickets, and coordinating with carriers and vendors in a 24/7/365 operational environment to ensure rapid resolution of service disruptions.
Responsibilities
- Diagnose and resolve physical and data link layer connectivity problems
- Collaborate with competitive and incumbent local exchange carriers to manage and resolve transport and Layer 2 issues
- Coordinate with vendors to identify and fix hardware and software faults
- Oversee customer trouble tickets using internal ticketing systems
- Communicate with customers and vendors through phone, email, and chat to resolve service outages
- Maintain accurate and up-to-date ticket documentation with timely updates
- Operate within a 24/7/365 shift schedule to ensure continuous support and service availability
Requirements
- Proven ability to troubleshoot Layer 1 (physical layer) and Layer 2 circuit connectivity issues
- Experience working with CLECs and ILECs to manage tickets and resolve transport and Layer 2 problems
- Ability to engage with vendors to troubleshoot hardware and software issues
- Experience managing customer trouble tickets via ticketing systems
- Proficiency in resolving service issues through phone, email, and chat communication
- Commitment to providing detailed and timely updates on ticket status
- Willingness to work in a 24/7/365 shift environment to support uninterrupted customer service
- Hands-on experience with routers from Cisco, Adtran, or Juniper
- Familiarity with firewall technologies, including Fortinet and Meraki
Nice to Have
- Familiarity with network monitoring tools and monitoring systems
- Prior experience with SD-WAN technologies, specifically Velo
Tech Stack
Cisco, Adtran, Juniper, Fortinet, Meraki, SD-WAN (Velo), Network monitoring tools
Work Arrangement
onsite — 24*7*365 shift operation environment
Additional Information
- This role requires availability to work in a 24/7/365 shift environment to ensure consistent and high-quality customer support
