Tier One Telecom Support Engineer - jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Tier One Telecom Support Engineer based in India.

This role provides frontline technical support for telecom and connectivity services, helping customers maintain reliable communication infrastructure. You will troubleshoot network and transport-related issues, collaborate with carriers and internal teams, and ensure service disruptions are resolved efficiently. The position requires strong analytical skills, attention to detail, and the ability to manage multiple priorities in a fast-paced support environment. You will work with a variety of telecom technologies, including voice, internet, WAN, SD-WAN, and network security solutions. This opportunity is ideal for professionals who enjoy problem-solving, customer interaction, and delivering high-quality technical support. You will play a key role in maintaining service reliability and customer satisfaction.

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: