Network Engineer (L1/P1)

iConsultera; Bengaluru; On-site; INR 300,000 - 450,000; Full time

Job summary

Exponential-e Ltd in Ahmedabad is seeking a Network Engineer (L1/P1) to join the service desk. Shift: 1:30 PM – 10:00 PM. You will handle first line support, log tickets, monitor networks, and coordinate fault resolution with carriers.

You will maintain professional relationships with customers and suppliers, produce incident reports, and ensure adherence to SLAs. Strong networking and customer service are essential.

Qualifications

• Passion for networking and eagerness to learn and progress.
• Strong customer service focus in a client-facing role.
• General networking knowledge including TCP/IP and DNS.
• Excellent verbal and written communication with a professional phone manner.
• Flexible, able to work under pressure and in a team with initiative.
• Willing to take ownership and maintain a professional attitude.

Responsibilities

• Provide first line support to customer inquiries and issues via ticketing system.
• Proactively monitor networks for alarms and incidents using monitoring tools.
• Troubleshoot circuit faults and coordinate with carriers for resolution.
• Drive fault resolution to meet SLA targets and guidelines.
• Escalate faults/outages per Exponential-e procedures and communicate with customers.

Skills

Networking basics

Customer service

TCP/IP

DNS knowledge

Verbal communication

Written communication

Teamwork

Initiative

Pressure handling

Tools

Ticketing system

Job description

Job Title: Network Engineer (L1/P1)

Location: Ahmedabad, Gujarat

Shift Timing: 1:30 PM – 10:00 PM

Overall purpose of the job: Running of the Service Desk, providing client support with a focus on providing a high level of customer service.

Key responsibilities for this job:

• First line support handling customer enquiries and support issues using our ticketing system
• Proactive network monitoring of alarms and traps for our customers via our monitoring tools
• Troubleshooting circuit faults and working with carriers to achieve fault resolution
• Driving fault resolution to ensure SLA’s are not breached
• Ensure issues are handled effectively by following our SLA Guidelines
• Escalation of faults/outages in accordance with Exponential-e procedures
• Taking immediate corrective action to restore services
• Maintain professional working relationships with customers, suppliers and work colleagues
• Creating incident reports/notifications for customer distribution
• Any other fair and reasonable task or duty assigned to you by your Manager, or other senior Exponential-e Ltd staff member

Knowledge and experience required:

• Passion for working in the networking field and eager to learn and progress
• Strong customer service focus
• Experience working within a customer focused role
• General networking, TCP/IP principles & DNS knowledge
• Excellent verbal and written communication skills with a professional phone manner
• Flexible approach to work with the ability to work effectively under pressure
• Ability to work in a team with little supervision using own initiative
• Responsible and willing to take ownership
• Positive and professional attitude

Desirable knowledge and experience:

• Cisco / Juniper certification
• Experience working with a Managed Service Provider
• Programming language experience