Tech Support Specialist I

Prodapt • Richardson, TX

7d

About The Position

Prodapt is the largest specialized player in the Connectedness industry. As an AI-first strategic technology partner, Prodapt provides consulting, business reengineering, and managed services for the largest telecom and tech enterprises building networks and digital experiences of tomorrow. A ServiceNow-invested company, Prodapt has been recognized by Gartner as a Large, Telecom-Native, Regional IT Service Provider. A “Great Place To Work® Certified™” company, Prodapt employs over 5,000 technology and domain experts across the Americas, Europe, India, Africa, & Japan. Prodapt is part of the 130-year-old business conglomerate The Jhaver Group, which employs over 32,000 people across 80+ locations globally.
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.

Requirements

• Good understanding on Vision, network diagram
• A Bachelor's degree in Computer Science or Engineering or a related field experience 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.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior