Tier 2 Technical Support (Telecom) — Circuit Emulation

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 all technical issues under the TDM Force Disconnect Program. The resource shall be available on-call during scheduled cutover windows, as communicated by the Client with at least three (3) business days' advance notice, or on short notice when unforeseen circumstances require immediate technical support. Additionally, periodic support outside standard business hours may be required to address critical network events or outages.

• Provide Tier 2 / NOC technical support for circuit emulation operations across RAD, Actelis, Cisco NCS, and Engage IP2 equipment platforms.
• Maintain deep technical expertise in TDM, Ethernet, and IP domains as they apply to circuit emulation migration.
• Troubleshoot and resolve escalated CEM issues that cannot be resolved at Tier 1; document root cause analysis and resolution steps.
• Support high-volume circuit cutover events; provide real-time technical support during scheduled cutover windows.
• Be available on-call during scheduled cutover windows (minimum five (5) business days advance notice from Client).
• Develop and maintain Tier 2 troubleshooting guides and escalation playbooks for the program.
• Within sixty (60) days of engagement start, provide Client with a documented backup coverage plan.
• Coordinate with Client NOC, carrier NOCs, and field teams to resolve circuit-level outages and degradations.

Key Qualifications: 

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