Network Engineer - Customer Support And Field

Allied It Infrastructure And Services

New Delhi, Bengaluru

Hybrid

INR 600,000 - 900,000

Full time

5 days ago

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Job summary

Allied It Infrastructure And Services is seeking a Network Engineer - Customer Service Delivery to join our Network Operations team. The role involves handling customer network issues, coordinating with NOC and field teams, and supporting new link installations at customer premises.

The candidate should be strong in TCP/IP, network troubleshooting, and customer handling, with willingness to travel to sites for installation and restoration activities and be comfortable with 24x7 rotational shifts.

Qualifications

Diploma/Bachelor in CS/IT/ET telecom.
14 years of experience in ISP/Telecom/NOC.
Good troubleshooting and analytical skills.
Willingness to travel to customer sites.

Responsibilities

Handle customer complaints related to Internet, ILL, DIA, P2P, and other services on site with NOC help.
Troubleshoot connectivity, latency, and bandwidth on site with NOC support.
Coordinate with NOC/TAC for complex issues and with upstream providers for restoration.
Visit customer premises for new link implementations and commissioning.

Skills

TCP/IP fundamentals

Network troubleshooting

Customer handling

Travel willingness

Rotational shifts

Education

Diploma / Bachelor in Computer Science, IT, Electronics, Telecommunications or related field

Tools

MikroTik

Huawei

Cisco

Juniper

FortiGate

Managed switches

CPE

Fiber/Ethernet equipment

Job description

Job Title: Network Engineer - Customer Support & Field

Location 1: Delhi NCR

Location 2: Bangalore

Work Mode: [Onsite]
Shift Timing: Rotational Shifts
Shift: 9.30 AM to 6:30 PM

Why Join Us?

This isn't just another job; it's a career-building opportunity. As part of our Network Implementation team, you will get hands-on exposure to enterprise-level networking and monitoring at Grade A level.

Opportunity to work on ISP and enterprise network infrastructure
Exposure to multiple networking technologies and vendors
Hands-on experience with customer connectivity and field deployments
Opportunity to grow into NOC, Network Operations, Senior Network Engineer, or Network Administrator roles

Role Overview:

We are looking for a Network Engineer - Customer SERVICE DELIVERY to join our Network Operations team. The candidate will handle customer network issues, troubleshoot Internet/ILL/P2P connectivity, coordinate with NOC and field teams, and support new link installations and commissioning at customer premises.

The ideal candidate should have good networking fundamentals, troubleshooting skills, customer-handling ability, and willingness to visit customer locations whenever required for installation, testing, and restoration activities.

Key Responsibilities

Customer Support & Network Troubleshooting

Handle customer complaints related to Internet, ILL, DIA, P2P, and other connectivity services on site with help from Allied NOC.
Troubleshoot network connectivity, packet loss, latency, routing, and bandwidth-related issues on site with help from Allied NOC.
Perform troubleshooting using Ping, Traceroute, MTR, ARP, and other network diagnostic tools.
Check customer routers, switches, CPE, media converters, and other network devices on site with help from Allied NOC.
Coordinate with NOC/TAC teams for complex network issues.
Coordinate with upstream providers and last-mile partners for service restoration.
Follow up on open incidents until complete resolution.
Maintain proper site visit and incident documentation.

New Link Installation & Field Operations

Visit customer premises for new link implementation and commissioning.
Coordinate with the customer/onsite team for site access and installation activities.
Conduct site surveys and identify suitable locations/routes for network equipment and last-mile connectivity.
Coordinate with fiber/last-mile teams for cable installation and termination.
Install, configure, and test customer-end network equipment.
Perform fiber/Ethernet link testing and verify connectivity.
Coordinate with the NOC for IP configuration, routing, and service activation.
Complete end-to-end testing of newly installed links.
Ensure the new link meets the required bandwidth, latency, and connectivity parameters.
Prepare installation/commissioning details and obtain customer confirmation or handover.
Support field troubleshooting during link outages whenever required.

Network Operations

Monitor assigned customer links and proactively identify connectivity issues.
Check primary and secondary/backup link status.
Support failover and redundancy testing.
Assist in configuration and troubleshooting of MikroTik, Huawei, Cisco, Juniper, and FortiGate devices.
Maintain customer circuit, IP, and network configuration records.
Follow the defined escalation matrix and SLA requirements.
Participate in planned maintenance and network migration activities.

Required Technical Skills

Strong understanding of TCP/IP and networking fundamentals
Bandwidth and performance troubleshooting
Ping, Traceroute, and MTR troubleshooting
Basic understanding of network monitoring systems

Equipment / Technology Exposure

Experience with any of the following will be an advantage:

MikroTik
Huawei
Cisco
Juniper
FortiGate
Managed switches
Customer-premises routers/CPE
Fiber/Ethernet equipment

Candidate Requirements

Diploma / Bachelor's degree in Computer Science, IT, Electronics, Telecommunications or related field.
14 years of experience in ISP, Telecom, NOC or Network Support.
Good understanding of enterprise Internet/telecom services.
Good troubleshooting and analytical skills.
Good communication and customer-handling skills.
Willingness to travel/visit customer sites for installation and troubleshooting.
Ability to work independently as well as with NOC and field teams.
Willingness to work in 247 rotational shifts.