Tier 2 Technical Support (Telecom) — Circuit Emulation

KGI Wireless Inc • US,

7h

About The Position

The Tier 2 Technical Support resource provides advanced technical support and NOC-level expertise for the circuit emulation rollout, serving as the primary escalation point for technical issues under the TDM Force Disconnect Program. The role supports circuit emulation operations across RAD, Actelis, Cisco NCS, and Engage IP2 equipment platforms and requires deep technical expertise in TDM, Ethernet, and IP as applied to circuit emulation migration.

The resource supports high-volume circuit cutover events and provides real-time technical support during scheduled cutover windows. On-call availability is required during scheduled windows, with advance notice from the Client, as well as periodic support outside standard business hours for critical network events or outages. The posting contains differing notice periods: three business days in the introductory description and five business days in the responsibilities.

The role also develops and maintains Tier 2 troubleshooting guides and escalation playbooks, provides the Client with a documented backup coverage plan within 60 days of engagement start, and coordinates with Client NOC, carrier NOCs, and field teams to resolve circuit-level outages and degradations.

Requirements

• Minimum 5 years of telecommunications technical support experience at Tier 2 or above.
• Hands-on experience with circuit emulation equipment: RAD, Actelis, Cisco NCS, and Engage IP2.
• TDM, Ethernet, and IP troubleshooting expertise.
• Availability for on-call coverage during scheduled cutover windows.

Nice To Haves

• NOC experience.

Responsibilities

• Provide Tier 2/NOC technical support for circuit emulation operations across RAD, Actelis, Cisco NCS, and Engage IP2 equipment platforms.
• Troubleshoot and resolve escalated circuit emulation issues that cannot be resolved at Tier 1; document root cause analysis and resolution steps.
• Support high-volume circuit cutover events and provide real-time technical support during scheduled cutover windows.
• Be available on-call during scheduled cutover windows, with advance notice from the Client.
• Provide periodic support outside standard business hours for critical network events or outages.
• Develop and maintain Tier 2 troubleshooting guides and escalation playbooks for the program.
• Provide the Client with a documented backup coverage plan within 60 days of engagement start.
• Coordinate with Client NOC, carrier NOCs, and field teams to resolve circuit-level outages and degradations.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed