As a Tier One Telecom Support Engineer, you will provide technical support for telecom transport issues, working with customers, carriers, and internal teams to resolve service disruptions quickly and professionally. This role requires strong troubleshooting skills, excellent communication abilities, and the ability to manage multiple issues simultaneously in a fast-paced environment.KEY RESPONSIBILITIES: Technical Troubleshooting: Perform Layer 1 and Layer 2 OSI model testing and fault isolation through internal troubleshooting, carrier testing, router log analysis, loop testing, head-to-head testing, and performance statistics review.Carrier Coordination: Work directly with CLECs and ILECs to troubleshoot and resolve customer transport issues, coordinating with carriers and customer vendors as needed.Ticket Management: Handle inbound and outbound technical calls from customers, agents, and transport partners. Create and manage internal and carrier trouble tickets, taking corrective action or escalating to appropriate parties to resolve issues within contracted SLAs.Customer Communication: Provide professional and courteous support via phone, email, and chat. Determine appropriate actions for issue resolution, set clear expectations, and make follow-up calls on escalated issues until customer satisfaction is achieved.Issue Documentation: Log and document all interactions, issues, and resolutions efficiently and accurately in repair tickets and correspondence.Problem Diagnosis: Identify the source of problems (hardware, software, user-related, etc.) and advise customers and internal teams on appropriate next steps for resolution.Technical Support & Training: Provide end-user training and education on telecom systems and troubleshooting procedures.Escalation & Collaboration: Escalate complex issues to Senior/Lead Technicians and Tier 2 support as necessary. Work cross-functionally with other departments and team members to resolve complex service issues as quickly as possible.Multi-tasking in High-Pressure Environment: Manage and prioritize multiple issues simultaneously while maintaining accuracy and meeting service level agreements in a dynamic, fast-changing environment. 
