Tier One Repair Telecom
RemotePune, Maharashtra, India or IN
Job Summary
Tier One Repair Telecom role at AireSpring involves testing and fault isolation on layer 1 and 2 of the OSI model, troubleshooting with carriers and customer vendors/NOCs, handling inbound/outbound technical support via email, chat, and phone, creating and managing internal and carrier trouble tickets, and ensuring resolution within contracted SLAs. The role requires strong WAN knowledge, experience with SD-WAN and firewalls, and familiarity with Cisco/Adtran equipment, CLECs/ILECs, and broadband/fiber technology. Candidates should have 2+ years of telecom technical customer support experience, be capable of multi-tasking in high-pressure environments, log and document interactions, and provide professional customer service while escalating complex issues to senior staff as needed. The position is based in Pune, Maharashtra, with remote work options, and offers varying shifts (Day, Mid, Night) as described in the posting.
Required Qualifications
- 2+ years of telecom technical customer support experience
- Strong knowledge of WAN technologies
- Working knowledge of Cisco and Adtran routers, Velo SD-WAN devices, Meraki and Fortinet Firewall hardware
- Basic Understanding of SD-WAN and Firewall technologies
- Prior experience with CLECs and ILECs (Verizon, AT&T, CenturyLink, etc.)
- Prior experience with broadband, copper, fiber, and wireless transport
- Basic experience with network topology
- Familiar with SIP (Session Initiated Protocol), RTP (Real-time Transport Protocol)
- Excellent attention to detail and writing skills with repair tickets, emails, and internal/external correspondence
- LAN/WAN, router, and firewall technologies knowledge is a plus
- Familiar with loopback testing and troubleshooting is a plus
- Experience with SD-WAN and Firewall technologies is a plus
- Working knowledge of Traditional TDM networks is a plus
- The hours will vary monthly or quarterly with multiple shifts