TAC Engineer Level-1

Cybernet, a prominent member of the Lakson Group of Companies, is a leading fixed-line telecommunications provider in Pakistan with nearly 30 years of experience. The company operates the country’s largest and most resilient FTTx network, delivering reliable connectivity solutions to enterprise, carrier, and residential customers nationwide. With international Points of Presence in France, the UAE, Oman, Singapore, and Hong Kong, Cybernet offers a comprehensive portfolio including Carrier Ethernet, IPLC, DIA, MPLS, IP Transit, Wholesale Voice, peering, cross-border and submarine transit capacities, along with cloud and carrier-grade hosting services. Cybernet is also the parent company of StormFiber, Pakistan’s fastest-growing fiber broadband provider, active in over 25 cities. Through continuous infrastructure investment and customer-focused solutions, Cybernet is committed to driving Pakistan’s digital transformation by empowering people, businesses, and communities with world-class networks.

The Technical Assistance Center (TAC) Engineer Level-1 role is a full-time, on-site position based in Lahore. This role involves providing first-level technical support for network services, monitoring network performance, and responding promptly to alerts and incidents. The TAC Engineer will diagnose and resolve connectivity, configuration, and service issues while escalating complex problems according to established procedures. The position requires collaboration with internal teams and customers to gather information, document cases accurately, and maintain clear communication. Additionally, the engineer will contribute to knowledge base documentation and support ongoing improvements in network reliability and customer experience.

Key Responsibilities:
- Provide technical support to corporate clients via phone and email.
- Diagnose and troubleshoot internet and data connectivity issues related to Customer Premises Equipment (CPE), including routers and switches.
- Offer technical guidance on various internet and data technologies such as GPON, RF P2P, P2MP, VSAT, Metro Fiber, Dark Core, 3G/4G, LTE, and email services.
- Collaborate with Network Operations, Engineering, Fiber Optics, and other internal teams to escalate and resolve technical and last-mile issues effectively.
- Maintain detailed records of support interactions, including troubleshooting steps and customer feedback, within the ticketing system.
- Monitor network performance proactively to identify and address potential issues before they impact customers.
- Participate in regular training sessions and team meetings to share knowledge and best practices.

Required Qualifications:
- Bachelor’s degree in Telecommunications, Electronics, Computer Engineering, Computer Science, or a related field from a reputable university with a minimum CGPA of 3.0.
- Experience in technical support roles, preferably within the telecommunications or ISP industry.
- Strong understanding of internet protocols such as TCP/IP, DNS, DHCP, and email protocols including SMTP, IMAP, and POP3.
- Proven troubleshooting and problem-solving skills with the ability to efficiently diagnose and resolve technical issues.
- Basic knowledge of network security principles and practices.
- Willingness to work on an 8-hour shift rotation schedule.
- Open to fresh graduates or candidates with 1-2 years of relevant experience.

Preferred Qualifications and Benefits:
- CCNA training or certification is preferred.
- Familiarity with Linux and virtual machine (VM) environments is a plus.

Join Cybernet’s dynamic team and contribute your technical expertise in a rewarding environment where you will play a vital role in delivering exceptional support to valued clients and advancing Pakistan’s digital connectivity landscape.