L1 CUSTOMER EXPERIENCE

Skylink Fibernet; Coimbatore District; On-site; INR 300,000 - 400,000; Full time

Job summary

Skylink Fibernet in Coimbatore is seeking a Network Associate – L1 to provide first-level support, monitor and troubleshoot network infrastructure for ISP services. You will handle customer complaints, monitor uptime, escalate issues, and ensure smooth day-to-day operations.

The role requires 1-3 years of experience, basic knowledge of TCP/IP, DNS, DHCP, routing, switching and VLANs, familiarity with NOC operations and monitoring tools, and CCNA certification.

Qualifications

• Basic understanding of TCP/IP, DNS, DHCP, routing and switching.
• Familiarity with ISP technologies like FTTH, broadband, wireless, MPLS, Leased Line.
• Experience with NOC operations and monitoring tools; strong troubleshooting skills.

Responsibilities

• Monitor network devices, links, and services using NMS tools and respond to alerts.
• Provide L1 technical support for internet leased line, broadband, and enterprise customers.
• Handle incidents and service requests logged by customers through calls, emails, or ticketing systems.
• Perform basic troubleshooting of routers, switches, modems, and ONTs.
• Escalate unresolved issues to L2/L3 or vendor support as per SLA.
• Document incidents, resolutions, and escalation activities in ticketing tools.
• Coordinate with field engineers for on-site support.
• Ensure adherence to SLA response and resolution timelines.
• Perform health checks, link monitoring, and proactive fault identification.
• Assist in configuration of basic network devices under guidance from senior engineers.

Skills

TCP/IP

DNS

DHCP

Routing

Switching

VLANs

FTTH

Broadband

Wireless

MPLS

Leased Line

NOC monitoring

Troubleshooting

Tools

NMS tools

Job description

About Us

Skylink is at the forefront of India’s digital evolution, connecting people and organizations with dependable, modern telecom solutions. We deliver broadband, IPTV, and enterprise connectivity that support the way India works, learns, and communicates. Our network is built for consistent, real-world performance, ensuring uninterrupted digital experiences for homes, stable and secure connectivity for businesses, and scalable, high-capacity solutions through our own data center infrastructure. As we expand across regions, Skylink remains committed to thoughtful innovation and dependable service. Every solution we build is shaped by real customer needs, whether it is supporting households, enabling business growth, or strengthening critical infrastructure across communities. Skylink is evolving with the needs of a rapidly digitizing nation, and our work reflects that momentum. We value people who care about building reliable technology and improving everyday connectivity. If you’re looking to contribute to meaningful, long-term infrastructure, Skylink offers a place to do work that stands up to real-world use.

Location & Compensation

City: Coimbatore South

State/Province: Tamil Nadu

Country: India

Zip/Postal Code: 641044

Job Type: Full time

Salary: 3-4L

Work Experience: 1-3 years

Job Description

Job Title: Network Associate – L1

Department: Network Operations / ISP

Reports To: Network Engineer / NOC Lead

The Network Associate – L1 will be responsible for providing first-level technical support, monitoring, and troubleshooting of network infrastructure for ISP services. The role involves handling customer complaints, monitoring network uptime, escalating unresolved issues, and ensuring smooth day-to-day operations.

Key Responsibilities

• Monitor network devices, links, and services using NMS tools and respond to alerts.


• Provide L1 technical support for internet leased line, broadband, and enterprise customers.


• Handle incidents and service requests logged by customers through calls, emails, or ticketing systems.


• Perform basic troubleshooting of routers, switches, modems, and ONTs.


• Escalate unresolved issues to L2/L3 or vendor support as per SLA.


• Document incidents, resolutions, and escalation activities in ticketing tools.


• Coordinate with field engineers for on-site support.


• Ensure adherence to SLA response and resolution timelines.


• Perform health checks, link monitoring, and proactive fault identification.


• Assist in configuration of basic network devices under guidance from senior engineers.

Work Conditions

• 24/7 shift operations (rotational shifts).


• Fast-paced ISP environment with strict SLA adherence.

Requirements

Required Skills & Knowledge

• Basic understanding of TCP/IP, DNS, DHCP, Routing, Switching, VLANs.


• Knowledge of ISP technologies like FTTH, Broadband, Wireless, MPLS, Leased Line.


• Familiarity with NOC operations and monitoring tools.


• Good troubleshooting skills for Layer 1 (Physical), Layer 2 (Data Link), and Layer 3 (Network) issues.


• Strong communication and customer handling skills.

Certification

CCNA