Enterprise Support Representative

SKILLS & RESPONSIBILITIES

1. 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.
2. Platinum Client Support
   • Provide dedicated and priority support to Platinum Clients.
   • Conduct deeper troubleshooting and proactive communication to ensure smooth service delivery.
3. 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.
4. 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.
5. Field Team Support
   • Assist Field Engineers remotely during onsite troubleshooting.
   • Provide guidance for configuration, diagnosis, or link isolation when required.
6. 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.
7. 
   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).
8. 
   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.