Tier One Telecom Support Engineer Remote

Overview

Remote Tier One Telecom Support Engineer providing technical support to resolve telecom transport service disruptions.

What you'll do

• Troubleshoot telecom transport issues using Layer 1/2 OSI testing, fault isolation, and log/performance reviews.
• Coordinate with CLECs and ILECs to resolve customer transport problems and work with carriers/vendors.
• Manage inbound/outbound calls and create or update internal and carrier trouble tickets within SLAs.
• Communicate with customers professionally via phone, email, and chat, including follow-ups on escalated cases.
• Document interactions, issues, and resolutions in repair tickets and correspondence.
• Diagnose problem sources and recommend next steps; escalate complex issues to Tier 2/Senior/Lead support.

What you'll need

• 2+ years of experience researching and resolving telecom technical issues (voice, internet, and data).
• Strong WAN knowledge and centralized device monitoring/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.
• Experience with broadband, copper, fiber, and wireless transport technologies.
• Basic understanding of network topology and ping/traceroute commands.
• Excellent attention to detail and writing skills for clear documentation in tickets and correspondence.

Details

• Location: Pune, MH, India.
• Work mode: Remote.
• Shifts: Day 7 AM–4 PM, Mid 2 PM–11 PM, Night 10 PM–5 AM (start/end may vary by 1–2 hours).
• Scheduled workdays vary across Monday–Friday, Sunday–Thursday, or Tuesday–Saturday ranges.
• Hours vary monthly/quarterly.