Network Consultant I (SDWAN)

Lumen Technologies India; Dadri; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Lumen Technologies India is seeking a skilled Network Support Professional to handle 1st–3rd line incidents and coordinate hardware replacements. You will engage with customers, document resolutions, and escalate to engineering per SLA guidelines.

The role requires strong networking and security tech knowledge, hands-on troubleshooting, and the ability to manage multiple cases with clear communication and teamwork in a fast-paced environment.

Qualifications

• Confident and professional dealing directly with customers.
• Outgoing team player with leadership in decision making.
• Positive and proactive attitude in a fast-paced environment.
• Working knowledge of Microsoft products and ITIL practices.
• Troubleshooting basic server problems and incident lifecycles.
• Experience with ticket management tools and SLA adherence.
• Excellent written and verbal communication skills.
• Organized and able to work under pressure.
• Deep knowledge of networking concepts and security technologies.
• Ability to design, implement, and support network/security domains.

Responsibilities

• Resolve 1st–3rd level support issues; ~75% resolved without escalation.
• Escalate to engineering as required and update management.
• Keep customer and ticket updated on incident progress.
• Maintain and coordinate replacement of faulty hardware.
• Execute client change requests per plan with stakeholders.
• Escalate critical issues/outages per procedure.
• Provide detailed feedback on resolutions; document case notes.
• Review open cases daily; report status to Command Centre Manager.
• Handover details to peers at shift end and attend required meetings.
• Log cases with 3rd party vendors for unresolved issues.

Skills

Customer communication

Team player

Proactive attitude

Analytical skills

Written and verbal communication

Ability to work under pressure

Ticket management experience

Escalation within SLA

Networking concepts understanding

Troubleshooting server problems

Use of packet capture tools

Tools

Wireshark

NetScout

SolarWinds

Cisco devices

Azure networking

Lenovo switches

F5 BIG-IP

Kemp load balancers

Check Point firewall

Sophos firewall

Meraki devices

SD-WAN tools

RSA server management

Job description

Position Summary

• Resolving first, second and third level support problems; 75% of which will be resolved without escalation.
• Escalating to the relevant Engineering team as required, promptly following procedures and ensuring management is updated accordingly.
• Ensuring the customer and ticket is up to date at all times on incident progress.
• Maintain, troubleshoot and co-ordinate replacement of faulty hardware.
• Involved in the execution of client change requests in a timely manner as planned by Customer Account Manager, Engineering and Command Centre Manager.
• Escalation of critical issues/outages to Command Centre Manager and Customer Account Manager as per procedures.
• Provide detailed feedback to other groups on all incident resolutions, ensuring full details are entered into ticket case notes.
• Daily review and action of open cases; updating Command Centre Manager on current cases and their status as appropriate.
• To provide comprehensive handovers to peers at the end of shift.
• Attend Daily Operations and Change Review meetings as required.
• Logging cases to 3rd party vendors requesting assistance on unresolved issues.

Minimum Requirements

• Confident and Professional dealing directly with customers.
• Outgoing team player with the ability to liaise with other team members and take the lead on decision making.
• Positive and Pro Active attitude.
• Working knowledge/understanding of Microsoft products.
• Troubleshooting basic Server problems.
• Ability to work under pressure.
• Supportive and committed team player.
• Experience of using Ticket Management tools.
• Escalations are performed within the SLA timescales.
• Good commutations with customers is required throughout incident lifecycles.
• Engineering and Senior Management are kept abreast of appropriate escalations.
• Analytical skills.
• Have excellent written and verbal communication skills.
• Be organized and be able to work under pressure.
• Detailed working knowledge of a range of networking and security technologies, including:
  • Cisco switches and routers
  • Azure networking (vNets, Virtual WAN, HUB, VPN sites etc...) and security (NSG etc...)
  • Lenovo Switches
  • F5 Big-IP load balancers, Kemp LB,
  • Check Point and Endpoint Servers.
  • Sophos Firewalls.
  • Cisco WIFI technology.
  • Good knowledge in Bluecoat Proxy, Meraki Devices
  • SD-WAN (Multi Vendor)
  • RSA Server Management.
• Able to demonstrate understanding of key networking concepts, including:
  • TCP/IP
  • Layer 2 and layer 3 switching and routing
  • Routing protocols such as BGP, EIGRP and OSPF
  • Security solutions such as firewalls, IDS/IPS, VPN, and SSL Certificates
  • Load balancing best practices
  • Radius/NPS setup and administration.
• In-depth troubleshooting and strong analytical skills.
• Use of packet capturing technologies such as Wireshark and NetScout.
• Knowledge of platform technologies including Microsoft Windows, DHCP, DNS Unix and/or Linux.
• Ability to design, implement, and support network and security domain.
• ITIL accreditation.
• Should have good experience on IP soft, Netflow and Solarwinds tools. We are an equal opportunity employer committed to fair and ethical hiring practices. We do not charge any fees or accept any payment from candidates at any stage of the recruitment process.

sdwan, Routing and Switching, Security