TELECOM TIER 1 SUPPORT - El Salvador (Remote)

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 

 

• 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 

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