The Network Support Engineer – L1 will be responsible for providing first-level support for network and voice infrastructure. The role includes monitoring, basic configuration, troubleshooting, and hands & feet support for network and telecom devices under the guidance of remote senior engineers. The candidate must possess a foundational understanding of networking technologies, ITIL processes, and documentation practices.
Key Responsibilities
1. Network Monitoring & Alert Management
- Monitor network and telecom infrastructure using the deployed Network Management System (NMS).
- Log, track, and escalate alerts as per defined SLAs.
- Perform basic diagnosis to identify potential service-impacting issues.
2. First-Level Network Support
- Provide L1 support for network devices including Routers, Switches, Firewalls, Wireless Controllers & Access Points, and Exchanges.
- Perform basic configuration and initial setup as per standard guidelines.
- Assist in applying configuration changes provided by remote L2/L3 engineers.
3. Hands & Feet Support
- Act as on-site support to execute remote instructions from higher-tier support teams.
- Perform tasks such as cable tracing, patching, device reboot, module replacement, and physical inspection.
- Coordinate with field teams for any hardware movement or onsite interventions.
4. Voice Infrastructure Support
- Provide L1 support for PBX, Voice Gateways, Dialer Systems, Voice Recorders, and CDR systems.
- Assist in troubleshooting voice call issues, device status checks, and patching activities.
- Support remote teams in resolving voice-related incidents.
5. Interdomain Coordination
- Attend and resolve L1 tickets related to network and voice domains.
- Coordinate with server, security, telecom, and other support teams for cross-domain issues.
6. Documentation & Reporting
- Maintain and update monthly inventory reports, spare utilization logs, and device tracking sheets.
- Ensure adherence to backup management processes for network equipment.
- Update and review network documentation, including topology diagrams, IP records, and configuration trackers on a monthly basis.
- Maintain daily device hardening checklists and ensure compliance.
7. ITIL Process Adherence
- Follow ITIL-aligned processes for Incident Management, Request Fulfillment, Problem Management, and Change Management.
- Ensure timely ticket updates and closure in the ticketing system.
- Escalate issues according to predefined escalation matrix.
Requirements
Technical Skills
- Basic to intermediate knowledge of networking technologies (LAN/WAN, TCP/IP, VLANs, Routing & Switching).
- Working knowledge of network devices: Cisco/HP/Aruba/Switches, Routers, Firewalls, Wireless Controllers.
- Basic understanding of Telecom & Voice infra (PBX, SIP, PRI, Dialers, Voice Recording).
- Familiarity with NMS tools for alert monitoring.
- Hands-on experience with cable management and rack-level activities.
Soft Skills
- Strong communication and coordination abilities.
- Ability to follow SOPs and remote instructions accurately.
- Good documentation and reporting skills.
- Willingness to work in shifts or on-call rotations.
