Tech Support Specialist I

About the Role

We are seeking a motivated Telecom Technical Support Engineer to provide implementation, testing, activation, and operational support for enterprise SD-WAN networks. This role serves as a key point of contact for troubleshooting connectivity issues, supporting service turn-ups, and ensuring seamless network operations across multiple SD-WAN technologies.

Responsibilities

• Support implementation, testing, activation, and turn-up activities for SD-WAN services.
• Act as the primary point of contact for incident triage, troubleshooting, and resolution of network connectivity issues.
• Test and troubleshoot various circuit types, including Ethernet, T1/E1, T3/E3, Broadband, and LTE.
• Manage activation bridges and coordinate with customers, vendors, and internal teams during service deployments.
• Perform network troubleshooting and contribute to root cause analysis for service outages.
• Monitor scheduled jobs, backups, and network systems, performing initial troubleshooting and escalation when required.
• Maintain accurate documentation of activation activities, customer communications, and incident updates.
• Interpret network diagrams and utilize monitoring tools for proactive issue identification.

Requirements

• A Bachelor's degree in Computer Science or Engineering or a related field is typically required.
• Hands-on 10+ years of experience as Telecom Technical Support Engineer in Support, implementation, testing, activation for SD-WAN network services.
• Test and troubleshoot various circuit types - Ethernet, T1/E1, T3/E3, BB, LTE.
• Assists in network troubleshooting and provides input for root cause analysis for network related outages.
• Manage and control a test and turn-up bridge required for service activation.
• Accurate documentation of activation activities, notes, client communication, etc.
• Coordination of bridge calls, communication to engage resources and vendors to resolve issues.
• Ensure monitoring of batch scheduling and backup jobs and perform initial troubleshooting and escalation as documented upon failure.