Responsibilities
- Receive, understand, and document customer issues or technical requirements in the ticketing system, ensuring clarity and accuracy.
- Troubleshoot, isolate, and resolve L1 and L1.5 incidents, queries, and network faults to minimize service interruptions.
- Escalate incidents to higher support tiers or external partners promptly, ensuring SLA compliance.
- Conduct change management assessments, implement approved changes, and perform post-implementation validations.
- Maintain detailed documentation of problem histories, resolutions, and operational procedures for continuous improvement.
- Review and analyze network traffic, IP configurations, and system-level reports to identify trends, issues, or improvement opportunities.
- Participate in cross-departmental and vendor troubleshooting sessions to accelerate resolution of critical incidents.
- Validate solutions against customer requirements to ensure accurate technical delivery of complex network services.
- Monitor network operations and performance metrics to maintain optimal availability and meet KPI targets.
- Track vendor performance, especially for critical and delayed incidents, ensuring adherence to operational standards.
- Support planned network activities, updates, upgrades, and implementation of new technologies or systems.
- Identify and resolve SOC-level and network-level issues effectively and efficiently.
- Drive operational efficiencies through automation, standardization, and process improvement initiatives.
- Develop and maintain tools and processes for proactive network monitoring and service assurance.
- Ensure platform and service availability through optimized routing, QoS practices, and proactive performance management.
Requirements
- Experience: 2–3 years of relevant experience in network operations, service operations, or technical support roles.
- Education: Bachelor's degree in Computer Science, Electronics, Telecommunications, or a related field (preferred).
- Technical Expertise:
- Strong knowledge of IP Networking and SD-WAN technologies (e.g., Viptela, Versa, Fortinet).
- Working knowledge or experience with network security solutions, particularly Fortinet.
- Added advantage: experience in Riverbed technologies and cloud-based proxy services (e.g., Zscaler, Prisma).
Skills & Competencies:
- Strong analytical and troubleshooting skills with the ability to resolve issues independently at L1/L1.5.
- Ability to work effectively under pressure while managing multiple incidents.
- Excellent communication skills to interact with customers, vendors, and internal teams.
- High attention to detail with strong documentation and process discipline.
- Ability to understand complex network architectures and deliver solutions aligned with customer requirements.
Other Attributes:
- Customer-centric mindset with a commitment to improving CSAT.
- Proactive approach toward operational enhancements, automation, and continuous improvement.
