Qualifications
Minimum of 2 years of experience in Managed Service or Telecom Support roles. At least 2 years of hands-on experience in diagnosing and resolving telecom technical challenges (voice, internet, SD-WAN, and data issues). Strong knowledge of WAN technologies and experience with centralized device monitoring and management tools. Proficiency in working with Cisco, Juniper, and Adtran routers. Prior experience collaborating with CLECs such as Verizon, AT&T, CenturyLink, etc. Experience in Broadband, Fiber, and Wireless repair. Basic understanding of network topology. Comprehension of Originating and Terminating Call Flows. Exceptional attention to detail and strong writing skills to create clear and succinct documentation in repair tickets, emails, and both internal and external communications. Familiarity with SIP (Session Initiation Protocol) and RTP (Real-time Transport Protocol).
About the job
Key Responsibilities:
- Diagnose and resolve Layer 1 (physical layer) and Layer 2 circuit problems effectively.
- Collaborate with CLECs and ILECs to manage support tickets and troubleshoot transport and Layer 2 issues.
- Engage with vendors to address hardware and software-related challenges.
- Handle customer trouble tickets through our ticketing system efficiently.
- Communicate with customers and vendors via phone, email, and chat to resolve service issues promptly.
- Provide clear and timely updates on ticket status.
- Familiarity with network monitoring tools and systems is advantageous.
- Experience with SD-WAN technologies such as Velo is preferred.
- Perform duties in a 24/7 operational environment to ensure exceptional customer service.
- Knowledge of routers including Cisco, Adtran, and Juniper is essential.
- Basic understanding of Firewalls, including Fortinet and Meraki is a plus.
About AireSpring
Founded in 2001, AireSpring is a family-owned and operated company that has established itself as a premier provider of Cloud Communications, Managed Connectivity, and Managed Security. Our unwavering commitment to exceptional service and support has earned us a stellar reputation, delivering an award-winning customer experience that consistently exceeds industry standards. With over 20 years of outstanding service to our growing national and global customer base, we remain debt-free while fostering organic growth. Our mission is to facilitate seamless connections and communication for our clients, delighting customers and partners with personalized service. With over 22,000 enterprise locations served globally and more than 100 industry awards, including 'Product of the Year' for SD-WAN and UCaaS solutions, we pride ourselves on our integrity, reliability, and dependability.
