Job Overview
Role: Network Engineer (L1 Remote Technical Support) Location: Bangalore Experience: Entry Level / Freshers Qualification: Bachelor's degree (Information Technology, Computing, or related) Key Skills: Networking technologies (routing, switching, Wireless, SDI distribution, core and access layers), Remote technical support, Diagnosis, Troubleshooting
Job Description
The Networking Remote Technical Support Engineer (L1) is an entry-level engineering role responsible for providing a professional remote technical support service to clients by identifying and resolving technical incidents and problems. Through pre-emptive service incident and resolution activities, this role will restore service to clients by driving incidents to an effective resolution and ensuring all requests and process events result in zero missed service level agreement (SLA) conditions.
Roles and Responsibilities
- Support Process Management: Maintain the support process and ensure that requests for support are handled according to established procedures.
- Problem Diagnosis: Use service assurance software and tools to investigate and diagnose problems, collect performance statistics, and create reports.
- Incident Resolution: Identify and resolve problems following agreed procedures and carry out agreed maintenance tasks.
- Escalation & Follow-up: Prioritize, diagnose, and investigate causes of incidents to seek resolution. Escalate unresolved incidents and follow up until resolved.
- Service Recovery: Provide service recovery following the resolution of incidents and accurately document and close them.
- Configuration Management: Maintain secure, accurate, complete, and current configuration on Configuration Items (CIs).
- Root Cause Analysis: Remotely investigate and identify the root cause of incidents and assist with the implementation of preventative measures.
- Coordination: Ensure efficient and comprehensive resolution of incidents by working and coordinating with other team members, vendors, and carriers.
- Client Communication: Provide continuous feedback to clients and update all systems, portals, and ticketing tools.
Skills and Eligibility Criteria
Educational Background: Bachelor's degree or equivalent in Information Technology, Computing, or a related field. Associate level certification in different Networking technologies is highly preferred (such as Cisco, Juniper, Aruba, F5, CCNA, JNCIA, ACMA, etc.).
Experience: Entry-level experience in networking technologies (routing, switching, Wireless, SDI distribution, core and access layers), remote technical support, diagnosis, and troubleshooting.
Mandatory Technical Skills:
- Knowledge of management agent concepts, redundancy concepts, and remote console architecture.
- Knowledge of vendor technologies such as Cisco, Juniper, Aruba, RiverBed, etc.
Competencies:
- Customer service-orientated with pro-active, analytical, and logical thinking.
- Highly driven, self-organized problem solver with excellent attention to detail.
- Excellent spoken and written communication skills and a strong team player attitude.