Enterprise Support Representative

We are seeking a skilled Network Support Engineer to manage technical escalations and ensure timely resolution of network-related issues. The role involves providing dedicated support to high-priority clients, performing comprehensive network troubleshooting, and collaborating closely with field teams and other technical departments. The ideal candidate will have a strong understanding of networking concepts, excellent problem-solving abilities, and the capacity to work effectively under pressure.

Key Responsibilities

Escalation & SLA Management: Handle all technical escalations forwarded by the Level 1 Support Team. Ensure compliance with Service Level Agreements (SLAs) by prioritizing and resolving issues within agreed timelines. Monitor open cases and follow up persistently until closure. Provide dedicated and priority support to Platinum Clients, conducting deeper troubleshooting and maintaining proactive communication to guarantee smooth service delivery.

Network Troubleshooting: Perform end-to-end troubleshooting across client networks, including routers, switches, last-mile links, and on-premises equipment. Troubleshoot Wlink Network components such as backbone, distribution, and access layers. Identify and resolve issues related to latency, packet loss, link flaps, routing, VLAN configurations, and service disruptions.

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

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

Cross-Team Escalation: Escalate complex issues to relevant teams including Network Team (for backbone, routing, and core network issues), Server Team (for hosting, AAA, authentication, or service-related problems), and Programming/Development Team (for application or integration faults). Follow up proactively until the issues are fully resolved.

Required Qualifications

Candidates must have completed at least Intermediate education with a minimum of 2 years of relevant experience, or hold a Bachelor’s Degree in IT, Computer Engineering, Electronics, or Communication Engineering with at least 1 year of experience in the IT 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 customers effectively are critical. The candidate must be able to work efficiently under pressure while maintaining a customer-focused approach. Additionally, owning a two-wheeler with a valid license is mandatory to support field operations when necessary.

Preferred Qualifications

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

This position offers the opportunity to work in a dynamic environment supporting critical network infrastructure and high-value clients. If you are a motivated professional with a passion for networking and customer service excellence, we encourage you to apply.