Job Description

Skills & Responsibilities

Escalation & SLA Management

Handle all technical escalations forwarded by the L1 Support Team.

Ensure SLA compliance by prioritizing and resolving issues within agreed timelines.

Monitor and follow up on open cases until closure.

Platinum Client Support

Provide dedicated and priority support to Platinum Clients.

Conduct deeper troubleshooting and proactive communication to ensure smooth service delivery.

Network Troubleshooting

Perform end-to-end network troubleshooting for

Client Networks (routers, switches, last-mile links, on-prem equipment).

Wlink Network (backbone, distribution, access layers).

Identify and resolve issues such as latency, packet loss, link flaps, routing problems, VLAN issues, and service disruptions.

Link Verification & Termination

Verify and validate network links during activation, migration, or issue resolution.

Perform link termination, configuration checks, and end-to-end testing.

Ensure proper documentation of link parameters and updates.

Field Team Support

Assist Field Engineers remotely during onsite troubleshooting.

Provide guidance for configuration, diagnosis, or link isolation when required.

Cross-Team Escalation

Escalate issues to

Network Team for backbone/routing/core issues.

Server Team for hosting, AAA, authentication, or service-related problems.

Programming/Development Team for application or integration-related faults.

Follow up proactively until resolution.

QUALIFICATIONS & REQUIREMENTS

Minimum Intermediate completed with 2 years of experience or Bachelor’s Degree in IT, Computer Engineering, Electronics and Communication Engineering with minimum 1 year of experience in IT related field.

Relevant certifications (preferred)

CCNA, JNCIA, or equivalent.

Must have Strong understanding of core networking concepts (TCP/IP, routing, switching, VLANs, NAT).

Required Skills

Ability to troubleshoot routers, switches, Firewalls, wireless devices, and backbone connectivity.

Good communication skills and ability to handle high-priority customers.

Ability to work under pressure and handle priority customers.

Must have own two- wheeler and valid license.