Telecom Repair Technician/Tier 1 Support (Telecom)

Location: Onsite at 33rd Floor One San Miguel Avenue Building, Ortigas Center, Pasig City, NCR, Philippines; shifting work schedule.

Company

hirify.global provides cloud communications and managed connectivity solutions, including business VoIP, SIP trunking, MPLS, and dedicated internet access.

What you will do

• Test and isolate Layer 1 and Layer 2 faults using router logs, loop testing, head-to-head testing, HDSL and PM statistics, and other diagnostics.
• Troubleshoot customer T1, broadband, voice, internet, and data issues with CLECs, ILECs, customer vendors, and network operations centers.
• Handle inbound and outbound technical calls, create internal and carrier trouble tickets, prioritize issues, and take corrective action to meet contracted SLAs.
• Resolve customer issues through email, chat, and phone while providing clear updates, setting expectations, and documenting all interactions.
• Identify hardware, software, and user-related problems; provide technical guidance and end-user training.
• Escalate issues to Senior/Lead Technicians and Tier 2 support and collaborate with other departments on complex service problems.

Requirements

• At least one year of previous telecom technical customer support experience.
• At least one year of experience researching and resolving telecom technical issues involving voice, internet, and data services.
• Strong knowledge of WAN technologies and experience with centralized device monitoring and management tools.
• Working knowledge of Cisco, Juniper, and Adtran routers.
• Previous experience working with CLECs such as Verizon, AT&T, and CenturyLink.
• Previous experience repairing T1, fiber, and DS3 services.
• Basic knowledge of network topology and originating and terminating call flows.
• Excellent attention to detail and writing skills, with the ability to create clear and concise repair-ticket notes, emails, and correspondence.
• Familiarity with SIP and RTP.

Nice to have

• Experience testing and troubleshooting CLEC networks.
• Telecom certifications.
• Knowledge of LAN/WAN, router, and firewall technologies.
• Familiarity with T1 loopback testing.
• Experience with SD-WAN, Meraki, Fortinet, and 8x8.
• Working knowledge of traditional TDM networks.

Culture & Benefits

• Medical benefits.
• SL/VL leave benefits.
• Monthly attendance bonus.
• Smart-casual dress code.
• Shifting work schedule.