The Role of Remote Technical Support in Telecom Operations: A Focus on Legacy Telecommunications Networks and Level 3 Remote Technical Support

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In the rapidly evolving telecommunications industry, where innovation and technological advancements are shaping the landscape, legacy telecommunications networks continue to play a crucial role. These systems that are not the state of the art, although robust and reliable, often face unique challenges that require specialised attention. Remote technical support, particularly at Level 3, has emerged as a pivotal element in maintaining and optimising these legacy networks. In this blog, we delve into the significant role of remote technical support in telecom operations, with a focus on legacy systems and the critical nature of Level 3 support.

Understanding Legacy Telecommunications Networks

Legacy telecommunications networks refer to the older infrastructure and technologies that were established prior to the advent of modern digital systems. These can include analogue switches, copper wire networks, and early-generation digital technologies. Despite being overshadowed by contemporary advancements, legacy networks are still operational and fully working, often serving as the backbone for essential communication services.

These legacy systems are stated as End of Life, EoL, by the OEM, however the role they play is crucial to maintain the performance of a Telecom Network.

The Importance of Maintaining Legacy Systems

Maintaining legacy telecommunications networks is essential for several reasons:

Reliability: During their life time these systems have been constantly updated to solve the detected issues and implement new features allowing them to became a very reliable system, ensuring a stable service without major impacts to their clients.

Cost Efficiency: For many organisations, the impact of replacing an entire legacy system with modern infrastructure is cost-prohibitive, not only by the cost of the infrastructure itself but also the time consuming and resources needed to be allocated for the replacement.

Regulatory Compliance: Certain regions and industries are mandated to maintain legacy systems for compliance with specific regulations.

Given their importance, ensuring the smooth operation of these networks is crucial, which brings us to the role of remote technical support.

The Role of Remote Technical Support

Remote technical support involves providing troubleshooting, proactive maintenance, and operational guidance from a distant location, often through digital communication channels. This approach is highly effective for several reasons:

Accessibility: Assistance is provided by experts regardless of geographical barriers.

Cost-Effectiveness: Reduces impact on the services as it is provided anytime anywhere.

Efficiency: Enables quicker response times and resolution of issues.

The Significance of Level 3 Remote Technical Support

Within the hierarchy of technical support, Level 3 support stands out as the most advanced and specialised tier. This level of support involves highly skilled engineers and experts who have an in-depth understanding of complex systems and intricate technical issues. The role of Level 3 remote technical support in legacy telecommunications networks is particularly crucial due to the following reasons:

Expertise and Knowledge

Level 3 engineers possess extensive knowledge and expertise in the systems. They are well-versed in the intricacies of technologies, which often require specialised skills that are not as common in modern systems. Their ability to diagnose and resolve complex issues that Level 1 and Level 2 support cannot handle is indispensable.

Advanced Troubleshooting

Legacy systems can present unique challenges and require advanced troubleshooting knowledge and expertise techniques. This is key to identifying and addressing problems efficiently. Their ability to perform root cause analysis ensures that issues are resolved at their source, preventing recurring problems.


In the realm of telecommunications, the importance of maintaining legacy networks cannot be overstated. These systems continue to provide reliable and essential services to many users. The role of remote technical support, especially at Level 3, is critical in ensuring these legacy systems operate smoothly and efficiently. With their specialised knowledge, advanced troubleshooting capabilities, and ability to recover the systems, Level 3 support teams are invaluable assets in the ongoing maintenance and optimisation of legacy telecommunications networks.

At Carritech, we recognise the vital role of remote technical support in sustaining the telecom industry’s foundational infrastructure. Our commitment to providing top-tier Level 3 support ensures that our clients’ legacy systems remain reliable, cost-effective, and fully operational in an ever-changing technological landscape.

Yuliya Danilenko

Account Manager

Yuliya Danilenko has over four years of experience as an International Account Manager, specializing in Level 3 Remote Technical Support.

She assists large-scale multinational organizations, fixed and mobile operators, and leading equipment manufacturers worldwide in supporting legacy telecom equipment, generating additional revenue, and reducing operational expenses (OPEX).

In her leisure time, she loves travelling and exploring different cultures.

Javier Amado

Account Manager

As an international Account Manager for Carritech Telecommunications, Javier assists large fixed and mobile operators in supporting their legacy telecom equipment, particularly in Italy and LATAM. He ensures that the company delivers the best value to customers across all services specialized in legacy telecom equipment.

In his free time, Javier enjoys sports and is an avid fan of soccer and motorsports, including Formula 1 and MotoGP. He also considers himself a lifelong learner, seizing every opportunity for growth.

Aligned with the values of Carritech, Javier is committed to helping more operators worldwide achieve their environmental goals and continue to leave a positive footprint.

Christian Mekdad

Account Manager

Christian brings over a decade of IT industry experience and 5 years in the telecom industry to his role as an Account Manager at Carritech, with a focus on optical transceiver solutions and GPON technology.

As a trilingual person speaking French, Spanish and English, he manages operations in French-speaking countries and communicates with international traders from around the world. Christian will step outside his comfort zone to find the most effective solutions to your challenges.

In his free time, Christian enjoys playing rugby and trekking in the mountains of Madrid.

Luis Alvarez

Account Manager

Luis Alvarez brings more than 5 years of experience in the telecom industry. With a focus on optical transceiver solutions, he adeptly meets the diverse needs of Carritech’s international clientele, particularly in Spain and Latin America.

Known for his consultative approach, Luis ensures clients receive customised, effective network solutions.

When not enhancing telecom infrastructures, Luis enjoys working out, exploring scenic routes with his dog and participating in local events.

Shane Driver

Senior Account Manager

Shane Driver brings over 12 years of telecom industry experience to his role as Senior Account Manager at Carritech.

With a focus on Network Hardware Support Services, Shane meets the diverse needs of Carritech’s international clients, particularly in the UK, Ireland, and mainland Europe. Known for his customer-centric approach, Shane ensures his clients receive support solutions that align with their unique requirements.

Outside of telecommunications, Shane enjoys swimming, playing golf, and spending time with his young family.

Yura Saskevych

Director of Global Accounts

Yura Saskevych has over a decade of vast experience in sales of telecommunication hardware and network services support. He is the Director of Global Accounts at Carritech and holds a Master’s Degree in Electrical Engineering.

Having been focused extensively on transport (Optical and MW), Access and Core Networks, Yura has successfully helped customers worldwide extend the life of existing telecommunication networks, reduce expenses and meet their environmental goals.

With a strong background in the telecom industry, Yura will engage with clients with a customised approach, provide required solutions and ensure that their telecom systems are running smoothly.

Adept at working simultaneously on multiple accounts with the highest accuracy and professional salesmanship Yura collaborates closely with engineers, technicians, the procurement department and project managers to plan, adapt, and optimize customer network solutions.

Yura is passionate about delivering innovative and cost-effective solutions that meet performance, security, and quality standards.

When he’s not enhancing telecom infrastructures, he enjoys doing sports, gardening and exploring scenic routes.

Miguel Asín Barcos

Sales Director

Miguel Asín Barcos serves as the Sales Director at Carritech, where he focuses on driving revenue growth and enhancing customer satisfaction.

Based in Madrid, Miguel draws on his more than 20 years of experience in the telecom industry to lead and support his sales team.

Outside of telecommunications, he enjoys football, watching movies, and spending time with his family.

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