Enterprise Support Representative (L1)

SKILLS & RESPONSIBILITIES

• Install, configure, and troubleshoot network devices including switches, routers, access points, and related equipment.
• Assist in configuration, monitoring, and troubleshooting of firewalls and security appliances.
• Perform basic site surveys and optimize AP placement, channels, and power settings.
• Diagnose and resolve issues related to wired and wireless network systems, ensuring minimal service downtime.
• Monitor network alerts, outages, and performance issues, and respond promptly to incidents.
• Perform field visits to customer sites to resolve technical issues when remote support is insufficient.
• Conduct follow-ups with clients through calls and on-site visits to confirm issue resolution and ensure customer satisfaction.
• Carry out routine maintenance of network and wireless equipment to ensure optimal performance and reliability.
• Maintain basic documentation related to network configurations, incidents, and service activities.
• Coordinate with internal teams and supervisors for escalation and resolution of complex issues.
• Perform other duties and responsibilities as assigned by supervisors or management.

QUALIFICATIONS & REQUIREMENTS

• Bachelors running (preferred in IT, Science or Engineering) with at least six months experience.
• Good understanding of OSI Model and TCP/IP protocal suite.
• Knowledge of IP addressing and subnetting, Routing & Switching.
• Basic configuration of devices : Cisco, Fortigate, etc.
• Familiar with Network Monitoring tools like Nagios.
• Eagerness to learn and develop technical skills.
• Ability to work on 24*7 rotation shift
• Flexible to work beyond standard hours during outages or critical incidents.
• Strong problem-solving and analytical skills.
• Team-oriented with a proactive and customer-focused mindset.