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
As a Tier One Telecom Support Engineer, you will provide technical support for telecom transport issues, working with customers, carriers, and internal teams to resolve service disruptions quickly and professionally. This role requires strong troubleshooting skills, excellent communication abilities, and the ability to manage multiple issues simultaneously in a fast-paced environment.
KEY RESPONSIBILITIES:
- Technical Troubleshooting: Perform Layer 1 and Layer 2 OSI model testing and fault isolation through internal troubleshooting, carrier testing, router log analysis, loop testing, head-to-head testing, and performance statistics review.
- Carrier Coordination: Work directly with CLECs and ILECs to troubleshoot and resolve customer transport issues, coordinating with carriers and customer vendors as needed.
- Ticket Management: Handle inbound and outbound technical calls from customers, agents, and transport partners. Create and manage internal and carrier trouble tickets, taking corrective action or escalating to appropriate parties to resolve issues within contracted SLAs.
- Customer Communication: Provide professional and courteous support via phone, email, and chat. Determine appropriate actions for issue resolution, set clear expectations, and make follow-up calls on escalated issues until customer satisfaction is achieved.
- Issue Documentation: Log and document all interactions, issues, and resolutions efficiently and accurately in repair tickets and correspondence.
- Problem Diagnosis: Identify the source of problems (hardware, software, user-related, etc.) and advise customers and internal teams on appropriate next steps for resolution.
- Technical Support & Training: Provide end-user training and education on telecom systems and troubleshooting procedures.
- Escalation & Collaboration: Escalate complex issues to Senior/Lead Technicians and Tier 2 support as necessary. Work cross-functionally with other departments and team members to resolve complex service issues as quickly as possible.
- Multi-tasking in High-Pressure Environment: Manage and prioritize multiple issues simultaneously while maintaining accuracy and meeting service level agreements in a dynamic, fast-changing environment.
Qualifications
Required Experience
- 2+ years of experience researching and resolving telecom technical issues (voice, internet, and data)
- Strong knowledge of WAN technologies and centralized device monitoring and management tools
- Working knowledge of Cisco and Adtran routers, Velo SD-WAN devices, Meraki, and Fortinet Firewall hardware
- Prior experience working with CLECs and ILECs (Verizon, AT&T, CenturyLink, etc.)
- Experience with broadband, copper, fiber, and wireless transport technologies
- Basic understanding of network topology, ping, and traceroute commands
- Excellent attention to detail and writing skills with the ability to create clear and concise documentation in repair tickets, emails, and internal or external correspondence
Preferred Qualifications
- Familiarity with SIP (Session Initiated Protocol) and RTP (Real-time Transport Protocol)
- Basic understanding of SD-WAN and Firewall technologies
- Experience with loopback testing and troubleshooting procedures
- Working knowledge of Traditional TDM networks
- LAN/WAN, router, and firewall technologies expertise
- Telecom industry certifications
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
