Tier One Telecom Support Engineer

Accountabilities: The Tier One Telecom Support Engineer will be responsible for diagnosing and resolving telecom service issues while ensuring timely communication, accurate documentation, and effective collaboration with customers, carriers, and internal teams.

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 when required and collaborate across departments to achieve timely resolution.

Prioritize and manage multiple incidents simultaneously while maintaining service quality in a high-pressure environment.

Requirements:

The ideal candidate will have experience supporting telecom environments, strong troubleshooting capabilities, and excellent communication skills. The role requires technical knowledge of networking concepts along with the ability to work independently and collaborate effectively with different stakeholders.

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.

Familiarity with SIP, RTP, SD-WAN, firewall technologies, loopback testing, and traditional TDM networks is a plus.

Experience with LAN/WAN technologies, routers, firewalls, or telecom certifications is advantageous.

Benefits:

Opportunity to work in a global telecom and cloud communications environment.

Exposure to a wide range of networking, connectivity, and security technologies.

Professional growth opportunities through hands-on technical experience and collaboration with experienced teams.

Dynamic work environment focused on customer service excellence and technical innovation.

Structured shift schedules with multiple working-hour options to support operational coverage.

Opportunity to develop expertise in telecom troubleshooting, carrier coordination, and enterprise networking solutions.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether? 

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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