L1/L2 TAC (Technical Assistance Center) Support Analyst

We're seeking a Technical Support Analyst to join a growing telecom support team. This role operates in a Technical Assistance Center (TAC)/NOC-style environment, supporting enterprise customers by managing and resolving telecom and network-related issues. This is a highly visible, client-facing role focused on delivering a white-glove support experience-owning issues from start to finish so customers don't have to. While this is not officially a lead role, there is strong opportunity for growth into team leadership, including mentorship and supervisory responsibilities.

What You'll Do

• Act as the primary point of contact for customer telecom and network issues

• Troubleshoot and support services such as: o Internet circuits (e.g., broadband, fiber, DSL) o VoIP systems o Traditional telecom (POTS) and related infrastructure

• Open, manage, and escalate tickets with telecom carriers

• Own issues end-to-end, ensuring timely resolution and clear communication

• Coordinate with carriers, vendors, and field technicians to resolve incidents

• Source and manage third-party ("smart hands") technicians when needed

• Provide proactive updates and maintain strong customer relationships

• Collaborate with internal team members and step in to guide or support peers when needed Note: This role is not focused on desktop support.

• 3-5+ years in a NOC, TAC, or similar technical support environment

• Experience troubleshooting network and telecom-related issues

• Background working in a client-facing role, ideally within an MSP or multi-client environment

• Hands-on experience interacting with telecom carriers and managing escalations Technical Skills (in order of priority)

• Strong understanding of networking fundamentals (connectivity, circuits, outages)

• Working knowledge of VoIP systems (administration/support level)

Nice to Have Skills & Experience

• Familiarity with traditional telecom (POTS) is a plus
• Certifications such as Network+ or CCNA (or in progress)
• Experience mentoring others or acting as a subject matter expert
• Exposure to vendor coordination or dispatching field technicians
• Exposure to paging/intercom systems is a plus

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.