AireSpring is an award-winning provider of Cloud Communications and Managed Connectivity Solutions. AireSpring provides next-generation communications solutions including AireContact®, AirePBX® - Business VoIP Phone Systems, SIP Trunking, MPLS, and Dedicated Internet Access.  AireSpring has received numerous third-party industry awards: "Product of the Year", "Best Telecom Deal,"  "Best in Show," and "Top Channel Program."  AireSpring is a privately held, debt-free, and renowned in the industry for delivering a broad range of innovative cloud communication and connectivity solutions at competitive rates RESPONSIBILITIES INCLUDE: + Testing and Fault Isolation on layer 1 and 2 of the OSI model by internal troubleshooting, testing with carriers, and working with customer vendors and/or technical support NOC's.  This could include viewing router logs, loop testing, head to head testing, HDSL and PM Stats review or a combination of all of the above. + Working directly with CLEC's and ILEC's to troubleshoot customer T1, Broadband and Voice issues.  + Experience with SD-Wan, Meraki, Fortinet, and 8x8 is a plus + Inbound/outbound technical call handling from customers, agents, and transport partners. Create internal trouble tickets and carrier tickets, taking corrective action as required or contacting the appropriate parties to resolve issues. + You will be working with customers via email, chat, and phone to resolve issues. You will have to determine the appropriate actions to take and have the self-motivation to deal with the service issue.   + Manage, prioritize, and multi-task to resolve trouble tickets as quickly and accurately as possible in order to meet contracted SLA's. + Provide a professional and courteous customer service experience and set expectations based on established processes. + Manage multiple issues simultaneously in high pressure environment where change is commonplace.  + Make follow-up calls to clients on escalated technical issues and system status updates until the issue has been resolved to the client's satisfaction and use interpersonal skills to build strong relationships.  + Log/document all interactions and issues efficiently.  + Determine source of problems (hardware, software, user, etc.) and advise on appropriate action (next steps) for resolution.  + Provide technical support which would include training and educating end users.  + Escalate to Senior/Lead Technician on shift as necessary for trouble resolution + Troubleshoot and interact with leads, managers and tier 2 techs to make sure the customer issues are resolved as quickly as possible. + Work with other departments to help in resolving complex service issues.  + Position requires a minimum of one (1) year of previous Telecom Technical Customer Support job-related experience.   + 1+ years of experience researching and resolving telecom technical issues (voice, internet & data issues). + Strong knowledge of WAN technologies.Experience with centralized device monitoring and management tools. + Working knowledge of Cisco, Juniper, and Adtran routers. + Prior experience working with CLECs (Verizon, AT&T, CenturyLink, etc.) + Prior experience with T1, Fiber & DS3 repair + Basic experience with network topology + Understanding of Originating and Terminating Call Flows + Excellent attention to detail and writing skills with the ability to make clear and concise notes in repair tickets, emails, and internal or external correspondence. + Familiar with SIP (Session Initiated Protocol), RTP (Real-time Transport Protocol). + Testing & troubleshooting CLEC network is a plus + Any telecom Certifications are a plus + LAN/WAN, router, and firewall technologies knowledge is a plus + Familiar with T1 loopback testing is a plus + Experience with SD-WAN is a plus + Working knowledge of Traditional TDM networks is a plus Benefits               :               Medical, SL/VL and Monthly attendance bonus Working hour    :               Shifting work schedule Dress Code         :               Smart Casual Work address    :              33rd Floor One San Miguel Avenue Building Ortigas Center Pasig City