Tier One Telecom Support Engineer in India at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Tier One Telecom Support Engineer based in India.

This role provides frontline technical support for telecom and connectivity services, helping customers maintain reliable communication infrastructure. You will troubleshoot network and transport-related issues, collaborate with carriers and internal teams, and ensure service disruptions are resolved efficiently. The position requires strong analytical skills, attention to detail, and the ability to manage multiple priorities in a fast-paced support environment. You will work with a variety of telecom technologies, including voice, internet, WAN, SD-WAN, and network security solutions. This opportunity is ideal for professionals who enjoy problem-solving, customer interaction, and delivering high-quality technical support. You will play a key role in maintaining service reliability and customer satisfaction.

The Tier One Telecom Support Engineer will be responsible for diagnosing and resolving telecom service issues while ensuring timely communication, accurate documentation, and effective collaboration with customers, carriers, and internal teams.

• Troubleshoot telecom transport issues by performing Layer 1 and Layer 2 OSI testing, fault isolation, carrier testing, router log analysis, loop testing, and performance reviews.
• Investigate connectivity, voice, and data service disruptions to identify root causes and determine appropriate resolution steps.
• Coordinate directly with telecom carriers and external vendors to resolve customer transport issues and service interruptions.
• Manage inbound and outbound technical support requests from customers, partners, and internal teams through phone, email, and chat channels.
• Create, maintain, and track technical support tickets while ensuring issues are resolved within defined service level agreements.
• Provide clear and professional customer communication, setting expectations and maintaining follow-up throughout issue resolution.
• Document troubleshooting steps, customer interactions, resolutions, and technical findings accurately in support systems.
• Diagnose hardware, software, configuration, and user-related issues while recommending effective solutions.
• Provide technical guidance and basic training to customers and end users on telecom systems and troubleshooting processes.
• Escalate complex issues to senior technical teams when required and collaborate across departments to achieve timely resolution.
• Prioritize and manage multiple incidents simultaneously while maintaining service quality in a high-pressure environment.

The ideal candidate will have experience supporting telecom environments, strong troubleshooting capabilities, and excellent communication skills. The role requires technical knowledge of networking concepts along with the ability to work independently and collaborate effectively with different stakeholders.

• 2+ years of experience troubleshooting and resolving telecom technical issues related to voice, internet, and data services.
• Strong understanding of WAN technologies and centralized device monitoring and management platforms.
• Hands-on familiarity with networking equipment including Cisco and Adtran routers, SD-WAN devices, Meraki solutions, and Fortinet firewall hardware.
• Experience working with telecom carriers such as CLECs and ILECs.
• Knowledge of broadband, copper, fiber, and wireless transport technologies.
• Basic understanding of network troubleshooting tools and concepts, including ping, traceroute, and network topology.
• Ability to analyze technical problems, perform structured troubleshooting, and identify root causes.
• Strong written and verbal communication skills with the ability to create clear technical documentation.
• High attention to detail and strong organizational skills when managing multiple tickets and priorities.
• Ability to work effectively in a fast-paced support environment with changing priorities.
• Familiarity with SIP, RTP, SD-WAN, firewall technologies, loopback testing, and traditional TDM networks is a plus.
• Experience with LAN/WAN technologies, routers, firewalls, or telecom certifications is advantageous.

• Opportunity to work in a global telecom and cloud communications environment.
• Exposure to a wide range of networking, connectivity, and security technologies.
• Professional growth opportunities through hands-on technical experience and collaboration with experienced teams.
• Dynamic work environment focused on customer service excellence and technical innovation.
• Structured shift schedules with multiple working-hour options to support operational coverage.
• Opportunity to develop expertise in telecom troubleshooting, carrier coordination, and enterprise networking solutions.