Enterprise Support Representative

We are seeking a skilled Network Support Engineer to manage technical escalations and ensure timely resolution of network-related issues. The ideal candidate will be responsible for handling escalations from Level 1 support, maintaining SLA compliance, and providing dedicated support to high-priority clients. This role requires strong troubleshooting abilities across client and backbone networks, effective coordination with field teams, and collaboration with various technical departments to resolve complex problems.

Key Responsibilities

Escalation & SLA Management: Take ownership of all technical escalations forwarded by the Level 1 Support Team. Prioritize and resolve issues within agreed Service Level Agreements (SLAs) to ensure compliance. Monitor open cases actively and follow up until full resolution. Provide dedicated, priority support to Platinum Clients by conducting in-depth troubleshooting and maintaining proactive communication to guarantee smooth service delivery.

Network Troubleshooting: Perform comprehensive end-to-end troubleshooting across client networks, including routers, switches, last-mile links, and on-premises equipment. Troubleshoot issues within the Wlink Network, covering backbone, distribution, and access layers. Identify and resolve network problems such as latency, packet loss, link flaps, routing errors, VLAN misconfigurations, and service disruptions.

Link Verification & Termination: Verify and validate network links during activation, migration, or issue resolution phases. Conduct link termination, configuration checks, and thorough end-to-end testing. Maintain accurate documentation of link parameters and update records accordingly.

Field Team Support: Provide remote assistance to Field Engineers during onsite troubleshooting activities. Offer guidance on configuration, diagnosis, and link isolation to facilitate swift issue resolution.

Cross-Team Escalation: Escalate complex issues to appropriate teams, including the Network Team for backbone, routing, or core network problems; the Server Team for hosting, AAA, authentication, or service-related concerns; and the Programming/Development Team for application or integration faults. Ensure proactive follow-up until issues are fully resolved.

Required Qualifications

Candidates should have completed at least Intermediate education with a minimum of two years of relevant experience, or hold a Bachelor’s Degree in IT, Computer Engineering, Electronics, or Communication Engineering with at least one year of experience in an IT-related field. A strong understanding of core networking concepts such as TCP/IP, routing, switching, VLANs, and NAT is essential.

Required Skills

Proficiency in troubleshooting routers, switches, firewalls, wireless devices, and backbone connectivity is required. Excellent communication skills and the ability to manage high-priority customer interactions effectively are important. Candidates must be able to work efficiently under pressure while handling priority customers. Additionally, possession of a valid two-wheeler license and ownership of a two-wheeler vehicle is mandatory.

Preferred Qualifications and Certifications

Relevant certifications such as CCNA, JNCIA, or their equivalents are preferred and will be considered an advantage.

This role offers the opportunity to work in a dynamic environment supporting critical network infrastructure and high-value clients, contributing significantly to service quality and customer satisfaction.