Telecom Network Support Expert

6 days ago

Islamabad, Islamabad, Pakistan beBeeTelecom Full time

As a highly skilled Telecom Support Specialist, you will play a vital role in delivering exceptional customer experiences to our global client base. Our company has earned a stellar reputation by taking service and support to the next level, exceeding industry standards with an award-winning approach.

We have delivered 20 years of outstanding service to over 22,000 enterprise locations worldwide, growing organically and remaining debt-free. Our mission is to connect and communicate effectively, delighting our customers and partners through personalized service.

We have built a solid reputation of integrity, reliability, and dependability with our channel partners, end-user customers, and technology partners. Our accomplishments include more than 100 coveted industry awards, including "Product of the Year- SD-WAN and UCaaS", "Excellence in Customer Service", and "Unified Communications Excellence".

Responsibilities

- Troubleshoot Layer 1 (physical layer) and layer 2 circuit issues.

- Collaborate with CLEC's and ILEC's to manage tickets and troubleshoot transport and layer 2 issues.

- Engage and troubleshoot with vendors on hardware and software-related issues.

- Manage customer trouble tickets through our ticketing system.

-Troubleshoot with customers and vendors via phone, email, and chat to resolve service issues.

- Provide detailed and timely ticket updates.

- Experience with network monitoring tools and systems is a plus.

- Experience with SD-WAN technologies (Velo) is a plus.

- Work in a 24*7*365 shift operation environment to provide an exceptional customer experience.

- Router (Cisco, Adtran, Juniper) experience is a plus.

- General knowledge of Firewalls and Meraki is a plus.

Qualifications
  • Minimum of one 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.
About Us

We are a leading provider of Cloud Communications, Managed Connectivity and Managed Security services. Our team is dedicated to helping clients connect and communicate easily.

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