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 is a plus
- General knowledge of Firewalls and Meraki is a plus
- Position requires a minimum of one (1) year of previous Telecom Technical Customer Support job-related experience.
- 1+ 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, Juniper, and Adtran routers.
- Prior experience working with CLECs (Verizon, AT&T, CenturyLink, etc.)
- Prior experience with T1, Fiber & DS3 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 network is a plus
- Any telecom Certifications are a plus
- LAN/WAN, router, and firewall technologies knowledge is a plus
- Familiar with T1 loopback testing is a plus
- Experience with SD-WAN is a plus
- Working knowledge of Traditional TDM networks is a plus
