Offer summary

Qualifications:

Minimum 2 years of experience in Managed Service or Telecom Support., Strong knowledge of WAN technologies and troubleshooting skills., Experience with routers such as Cisco, Juniper, and Adtran., Familiarity with network topology, SD-WAN, and telecom protocols like SIP and RTP..

Key responsibilities:

Troubleshoot Layer 1 and Layer 2 circuit issues.

Manage customer trouble tickets and coordinate with vendors.

Assist in resolving network, hardware, and software issues via phone, email, and chat.

Work in a 24/7 shift environment to ensure customer satisfaction.

Job description

Company Description

Founded in 2001, family owned and operated AireSpring is a leading Provider of Cloud Communications, Managed Connectivity and Managed Security which has earned its stellar reputation by taking service and support to the next level, delivering an award-winning customer experience that far exceeds the industry standards. AireSpring has delivered 20 years of outstanding service to its rapidly rising base of national and global customers, while growing organically and remaining debt free.

As the trusted provider to over 22,000 enterprise locations worldwide, our mission is to help our clients connect and communicate easily. We aim to delight our customers and partners by providing personalized, outstanding service.

The company has built a solid reputation of integrity, reliability and dependability with its channel partners, end-user customers and technology partners.

We have received more than 100 coveted industry awards including "Product of the Year- SD-WAN and UCaaS", "Excellence in Customer Service", "Unified Communications Excellence", "Best in Show," "Best Telecom Deal" and "Top Channel Program".

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