Enterprise Support Representative

Job Description

We are seeking a skilled Enterprise Support Representative to manage technical escalations, troubleshoot network issues, ensure SLA compliance, and provide dedicated support to enterprise clients while coordinating with internal teams for timely issue resolution.

Key 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.

Job Specification

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

Required Skills

• Communication
• Customer Service
• Monitoring
• Coordination
• Documentation
• Network Troubleshooting

About the Company

WorldLink is the largest broadband service provider in Nepal employing over 4400 people and connecting over 10 lakh households over its own nation-wide, state-of-the-art optical fiber network. Today, over 3.4 million netizens use WorldLink to access the Internet, representing around one-third of all active Internet users in the country. Around 1.75 million TV viewers use WorldLink’s IPTV services to watch live TV and video-on-demand entertainment. Established in 1995, WorldLink is a rare success story of patience, perseverance and persistence in Nepal. As a result, WorldLink has attracted the largest foreign private equity investment in Nepal, with investments from BII and Dolma Fund.