Telecom Tier 1 Support Engineer

TL;DR

Telecom Tier 1 Support Engineer (Telecom/Networking): Providing technical support for cloud communications and managed connectivity services with an accent on troubleshooting Layer 1 and Layer 2 circuit issues. Focus on managing customer trouble tickets, coordinating with CLECs/ILECs, and resolving hardware and software issues in a 24/7 environment.

Location: Onsite in Pasig, Metro Manila, Philippines

Company

hirify.global is a leading provider of cloud communications, managed connectivity, and managed security, serving over 22,000 enterprise locations worldwide.

What you will do

• Troubleshoot Layer 1 and Layer 2 circuit issues and network connectivity problems.
• Manage customer trouble tickets through the internal ticketing system.
• Coordinate with CLECs and ILECs to resolve transport and circuit issues.
• Engage with vendors to troubleshoot hardware and software-related problems.
• Provide timely updates to customers and vendors via phone, email, and chat.
• Work in a 24/7/365 shift environment to ensure exceptional service delivery.

Requirements

• Minimum 2 years of experience in Managed Services or Telecom Support.
• Strong knowledge of WAN technologies, LAN, and network topology.
• Working knowledge of Cisco, Juniper, and Adtran routers.
• Experience with broadband, fiber, and wireless repair.
• Familiarity with SIP, RTP, and traditional TDM networks.
• Excellent writing skills for clear and concise ticket documentation.

Nice to have

• Experience with network monitoring tools and systems.
• Experience with SD-WAN technologies, specifically Velo.
• General knowledge of firewalls, Fortinet, and Meraki.

Culture & Benefits

• Medical insurance coverage.
• Sick leave and vacation leave benefits.
• Monthly attendance bonus.
• Smart casual dress code.
• Opportunity to work with an award-winning, debt-free industry leader.