Senior Network Consultant I (Backfill)

Lumen Technologies India; Dadri; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

Lumen Technologies India is seeking an experienced Network Support Engineer with 8–12 years in enterprise networks to provide L2/L3 support, troubleshoot complex issues, and drive high customer service and operational excellence.

You will handle escalations, coordinate with engineering and account teams, manage incidents per SLA, document resolutions, and participate in daily operations and change reviews.

Qualifications

• Experience in enterprise network support environments (mandatory).
• Strong troubleshooting and incident management experience.
• Ability to design, implement, and support network/security solutions.
• Exposure to Cisco routers/switches, SD-WAN, and firewalls is a plus.

Responsibilities

• Provide first, second, and third‑level support and resolve ~75% of issues without escalation.
• Troubleshoot network, server, and hardware issues to minimize downtime.
• Escalate unresolved issues to engineering teams following SOPs and SLA.
• Maintain accurate ticket information and communicate status to customers.
• Coordinate replacement of faulty hardware and ensure timely resolution.
• Execute client change requests with Engineering, Account Management, and Command Centre.
• Escalate critical incidents/outages to leadership per guidelines.
• Document resolutions in case notes and provide feedback to stakeholders.
• Review open cases daily and update stakeholders on progress.
• Ensure smooth shift handovers with comprehensive updates.
• Participate in daily operations and change review meetings.
• Engage with third‑party vendors for issue resolution when required.

Skills

Customer-facing communication

Troubleshooting

Incident management

Ability to work under pressure

Analytical mindset

Team collaboration

Experience with ticketing tools

Adaptability

ITIL familiarity

Tools

Wireshark

NetScout

SolarWinds

NetFlow

IP Soft tools

Job description

We are seeking an experienced 8‑12 year Network Support Engineer to provide L2/L3 support for enterprise network environments. The role involves troubleshooting complex network issues, managing escalations, and ensuring high levels of customer service and operational excellence.

Key Responsibilities

• Provide first, second, and third‑level support, resolving ~75% of issues without escalation.
• Troubleshoot network, server, and hardware issues, ensuring minimal downtime.
• Escalate unresolved issues to relevant engineering teams while adhering to defined procedures.
• Maintain accurate and up‑to‑date ticket information, ensuring transparent communication with customers.
• Coordinate replacement of faulty hardware and ensure timely resolution.
• Execute client change requests in collaboration with Engineering, Account Management, and Command Centre teams.
• Escalate critical incidents/outages to leadership as per SLA and process guidelines.
• Document incident resolutions thoroughly in case notes and provide detailed feedback to stakeholders.
• Review and manage open cases daily, updating relevant stakeholders on status and progress.
• Ensure smooth shift handovers with comprehensive updates.
• Participate in daily operations and change review meetings.
• Engage with third‑party vendors for issue resolution when required.

Core Competencies

• Strong customer‑facing communication skills (verbal and written).
• Ability to work under pressure and manage multiple priorities.
• Analytical mindset with strong troubleshooting capabilities.
• Proactive, adaptable, and team‑oriented approach.
• Experience with ticketing tools and adherence to SLA timelines.

Technical Skills

Networking & Security Technologies

• Cisco routers and switches
• Lenovo switching solutions
• SD‑WAN (multi‑vendor)
• Wireless technologies (Cisco WiFi)
• Firewalls (Sophos, Check Point)
• Load balancers (F5 Big‑IP, Kemp)
• Azure Networking (vNets, Virtual WAN, VPNs, NSG, Hub architectures)
• Proxy solutions (Bluecoat) and Meraki devices
• RSA server management

Networking Fundamentals

• TCP/IP protocols
• Layer 2 & Layer 3 switching and routing
• Routing protocols: BGP, EIGRP, OSPF
• Network security concepts: Firewalls, IDS/IPS, VPNs, SSL
• Load balancing principles
• Radius/NPS configuration and administration

Tools & Platforms

• Packet capture tools: Wireshark, NetScout
• Monitoring tools: SolarWinds, NetFlow
• IP Soft tools
• Operating systems: Windows, Linux/Unix
• Networking services: DHCP, DNS

Additional Requirements

• Experience in enterprise network support environments (mandatory)
• Strong troubleshooting and incident management experience
• Ability to design, implement, and support network/security solutions
• ITIL certification (preferred)

Nice to Have

• Experience with Zscaler

We are an equal opportunity employer committed to fair and ethical hiring practices. We do not charge any fees or accept any form of payment from candidates at any stage of the recruitment process. If anyone claims to offer employment opportunities in our company in exchange for money or any other benefit, please treat it as fraudulent and report it immediately.