AireSpring

Managed IT, security, and network platform

Telecom Repair Technician/Tier 1 Support

Network Engineering & AdministrationConfirmed live in the last 24 hours

Full-timePasig, Metro Manila, Philippines

About the Job

Requirements

At least one year of previous telecom technical customer support job-related experience.
At least one year of experience researching and resolving telecom technical issues involving voice, internet, and data.
Strong knowledge of wide area network technologies and experience with centralized device monitoring and management tools.
Working knowledge of Cisco, Juniper, and Adtran routers.
Prior experience working with competitive local exchange carriers, such as Verizon, AT&T, or CenturyLink.
Prior experience repairing T1, fiber, and DS3 services.
Basic experience with network topology.
Understanding of originating and terminating call flows.
Ability to write clear and concise notes in repair tickets, emails, and internal or external correspondence.
Familiarity with Session Initiation Protocol and Real-time Transport Protocol.

Responsibilities

Test and isolate faults at OSI layers 1 and 2 through internal troubleshooting, carrier testing, and collaboration with customer vendors or network operations center technical support; activities may include reviewing router logs, loop testing, head-to-head testing, and reviewing HDSL and PM statistics.
Work directly with competitive and incumbent local exchange carriers to troubleshoot customer T1, broadband, and voice issues.
Handle inbound and outbound technical calls from customers, agents, and transport partners; create internal and carrier trouble tickets, take corrective action, or contact the appropriate parties to resolve issues.
Resolve issues with customers through email, chat, and phone, determining appropriate actions to address service issues.
Manage, prioritize, and handle multiple trouble tickets to resolve them accurately and promptly in accordance with contracted service-level agreements.
Provide professional and courteous customer service and set expectations according to established processes.
Handle multiple issues simultaneously in a high-pressure environment where change is commonplace.
Follow up with clients on escalated technical issues and system status until resolution to the client's satisfaction, and build strong client relationships.
Log and document interactions and issues.
Identify whether problems arise from hardware, software, users, or other sources, and advise on appropriate next steps.
Provide technical support, including training and educating end users.
Escalate trouble resolution to the senior or lead technician on shift as necessary.
Troubleshoot and coordinate with leads, managers, and Tier 2 technicians to resolve customer issues promptly.
Work with other departments to help resolve complex service issues.

Desired Qualifications

Experience with SD-WAN, Meraki, Fortinet, and 8x8.
Experience testing and troubleshooting competitive local exchange carrier networks.
Telecommunications certifications.
Knowledge of local and wide area networks, routers, and firewall technologies.
Familiarity with T1 loopback testing.
Experience with software-defined wide area networking.
Working knowledge of traditional time-division multiplexing networks.

Job Description

RESPONSIBILITIES INCLUDE:

Testing and Fault Isolation on layer 1 and 2 of the OSI model by internal troubleshooting, testing with carriers, and working with customer vendors and/or technical support NOC's. This could include viewing router logs, loop testing, head to head testing, HDSL and PM Stats review or a combination of all of the above.
Working directly with CLEC's and ILEC's to troubleshoot customer T1, Broadband and Voice issues.
Experience with SD-Wan, Meraki, Fortinet, and 8x8 is a plus
Inbound/outbound technical call handling from customers, agents, and transport partners. Create internal trouble tickets and carrier tickets, taking corrective action as required or contacting the appropriate parties to resolve issues.
You will be working with customers via email, chat, and phone to resolve issues. You will have to determine the appropriate actions to take and have the self-motivation to deal with the service issue.
Manage, prioritize, and multi-task to resolve trouble tickets as quickly and accurately as possible in order to meet contracted SLA's.
Provide a professional and courteous customer service experience and set expectations based on established processes.
Manage multiple issues simultaneously in high pressure environment where change is commonplace.
Make follow-up calls to clients on escalated technical issues and system status updates until the issue has been resolved to the client's satisfaction and use interpersonal skills to build strong relationships.
Log/document all interactions and issues efficiently.
Determine source of problems (hardware, software, user, etc.) and advise on appropriate action (next steps) for resolution.
Provide technical support which would include training and educating end users.
Escalate to Senior/Lead Technician on shift as necessary for trouble resolution
Troubleshoot and interact with leads, managers and tier 2 techs to make sure the customer issues are resolved as quickly as possible.
Work with other departments to help in resolving complex service issues.

Qualifications

Position requires a minimum of one (1) year of previous Telecom Technical Customer Support job-related experience.
1+ years of experience researching and resolving telecom technical issues (voice, internet & 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 T1, Fiber & DS3 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 network is a plus
Any telecom Certifications are a plus
LAN/WAN, router, and firewall technologies knowledge is a plus
Familiar with T1 loopback testing is a plus
Experience with SD-WAN is a plus
Working knowledge of Traditional TDM networks is a plus

Additional Information

Benefits : Medical, SL/VL and Monthly attendance bonus

Working hour : Shifting work schedule

Dress Code : Smart Casual

Work address : 33rd Floor One San Miguel Avenue Building Ortigas Center Pasig City

About the Company

AireSpring

Managed IT, security, and network platform

AireSpring provides global, fully managed IT and network solutions centered on a single platform called AIreCONTROL. It combines IT, security, and connectivity services—such as SD-WAN, SASE, circuits, firewalls, routers, and mobility—into one SaaS dashboard for real-time visibility, control, and automation. The system integrates data and alerts from AireSpring’s diverse portfolio and uses AI-powered IT Service Management (AIOps) to streamline operations across networks, security, and connectivity. AireSpring differentiates itself through this single-pane approach, an embedded AI-driven management layer, and strong support from tier-3 engineering teams plus a wide ecosystem of global providers (including Starlink) to ensure optimized, secure, and resilient network performance. The company aims to simplify enterprise IT networks by delivering comprehensive, managed connectivity and security through an integrated platform that reduces manual work and improves reliability.

Company size: 201-500
Company stage: Not listed
Total funding: Not listed
Headquarters: Los Angeles, CA
Founded: 2001

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