Tier One Telecom Support Engineer
New
J
JobgetherTelecommunications
IndiaFull-TimeEntry
Salary not disclosed
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Job Details
- Experience
- 2+ years
- Required Skills
- Cisco
Requirements
- 2+ years of experience troubleshooting and resolving telecom technical issues related to voice, internet, and data services.
- Strong understanding of WAN technologies and centralized device monitoring and management platforms.
- Hands-on familiarity with networking equipment including Cisco and Adtran routers, SD-WAN devices, Meraki solutions, and Fortinet firewall hardware.
- Experience working with telecom carriers such as CLECs and ILECs.
- Knowledge of broadband, copper, fiber, and wireless transport technologies.
- Basic understanding of network troubleshooting tools and concepts, including ping, traceroute, and network topology.
- Ability to analyze technical problems, perform structured troubleshooting, and identify root causes.
- Strong written and verbal communication skills with the ability to create clear technical documentation.
- High attention to detail and strong organizational skills when managing multiple tickets and priorities.
- Ability to work effectively in a fast-paced support environment with changing priorities.
Responsibilities
- Troubleshoot telecom transport issues by performing Layer 1 and Layer 2 OSI testing, fault isolation, carrier testing, router log analysis, loop testing, and performance reviews.
- Investigate connectivity, voice, and data service disruptions to identify root causes and determine appropriate resolution steps.
- Coordinate directly with telecom carriers and external vendors to resolve customer transport issues and service interruptions.
- Manage inbound and outbound technical support requests from customers, partners, and internal teams through phone, email, and chat channels.
- Create, maintain, and track technical support tickets while ensuring issues are resolved within defined service level agreements.
- Provide clear and professional customer communication, setting expectations and maintaining follow-up throughout issue resolution.
- Document troubleshooting steps, customer interactions, resolutions, and technical findings accurately in support systems.
- Diagnose hardware, software, configuration, and user-related issues while recommending effective solutions.
- Provide technical guidance and basic training to customers and end users on telecom systems and troubleshooting processes.
- Escalate complex issues to senior technical teams and prioritize multiple incidents simultaneously.
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