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 that includes Carrier Ethernet, IPLC, DIA, MPLS, IP Transit, Wholesale Voice, peering, cross-border and submarine transit capacities, as well as 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.

The TAC Engineer Level-1 position is a full-time, on-site role 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 engineer will diagnose and resolve connectivity, configuration, and service issues while escalating complex problems as per established procedures. The role requires collaboration with internal teams and customers to gather information, document cases, and maintain clear communication. Maintaining accurate incident records, contributing to knowledge base documentation, and supporting ongoing improvements in network reliability and customer experience are also key aspects of this position.

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 assistance and 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 internal teams including Network Operations, Engineering, and Fiber Optics to escalate and resolve technical and last-mile issues efficiently.
- Record all 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 (TCP/IP, DNS, DHCP), networking fundamentals, and email protocols (SMTP, IMAP, POP3).
- Effective troubleshooting and problem-solving skills with the ability to diagnose and resolve technical issues efficiently.
- Willingness to work on an 8-hour shift rotation schedule.
- Open to fresh graduates or candidates with 1-2 years of relevant experience.
- Basic knowledge of network security principles and practices.

Preferred Qualifications and Additional Skills

- CCNA training or certification is preferred.
- Familiarity with Linux and virtual machine environments is a plus.

This role offers an excellent opportunity to join a dynamic team where your technical expertise will contribute significantly to delivering exceptional support to valued clients. Cybernet fosters a rewarding work environment focused on continuous learning and professional growth.