Enterprise Support Representative

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.