Established in 2001, AireSpring, a family-owned and operated business, stands out as a prominent provider of Cloud Communications, Managed Connectivity, and Managed Security services. Our unwavering commitment to exceptional service and support has elevated us above industry standards, resulting in a stellar reputation. Over the past two decades, AireSpring has consistently delivered outstanding service to a growing base of national and global clients, all while maintaining a debt-free status.

With a client base spanning over 22,000 enterprise locations worldwide, our mission is to simplify connectivity and communication for our clients. We take pride in providing tailored, exceptional service to both customers and partners.

Our company is renowned for its integrity, reliability, and dependability in dealings with channel partners, end-user customers, and technology collaborators. AireSpring has earned more than 100 prestigious industry awards, including accolades such as “Product of the Year- SD-WAN and UCaaS,” “Excellence in Customer Service,” “Unified Communications Excellence,” “Best in Show,” “Best Telecom Deal,” and “Top Channel Program.”

Responsibilities

• Diagnose and resolve Layer 1 (physical layer) and Layer 2 circuit issues.
• Collaborate with CLECs and ILECs to manage tickets and troubleshoot transport and Layer 2 problems.
• Engage with vendors to address hardware and software-related issues.
• Efficiently manage customer trouble tickets through our ticketing system.
• Troubleshoot service issues by communicating with customers and vendors via phone, email, and chat.
• Provide timely and detailed ticket updates.
• Experience with network monitoring tools and systems is advantageous.
• Familiarity with SD-WAN technologies, particularly Velo, is a plus.
• Work in a 24/7/365 shift operation environment to deliver an exceptional customer experience.
• Knowledge of routers, including Cisco, Adtran, and Juniper, is beneficial.
• A general understanding of Firewalls and Meraki is advantageous.

Qualifications

• A minimum of one (1) year of prior Telecom Technical Customer Support experience is required.
• 1+ years of experience in researching and resolving telecom technical issues, including voice, internet, and data problems.
• Strong knowledge of WAN technologies.
• Experience with centralized device monitoring and management tools.
• Proficiency with Cisco, Juniper, and Adtran routers.
• Previous experience working with CLECs (e.g., Verizon, AT&T, CenturyLink).
• Familiarity with T1, Fiber, and DS3 repair.
• Basic knowledge of network topology.
• Understanding of Originating and Terminating Call Flows.
• Excellent attention to detail and strong writing skills, with the ability to provide clear and concise notes in repair tickets, emails, and correspondence.
• Familiarity with SIP (Session Initiated Protocol) and RTP (Real-time Transport Protocol).
• Testing and troubleshooting CLEC networks is a valuable skill.
• Any telecom certifications are advantageous.
• Knowledge of LAN/WAN, router, and firewall technologies is beneficial.
• Familiarity with T1 loopback testing is a plus.
• Experience with SD-WAN is an added advantage.
• Working knowledge of Traditional TDM networks is beneficial.

Join our team at AireSpring and be part of a company that values excellence, integrity, and innovation in the field of telecommunications. We look forward to welcoming you on board.