SR Network Consultant I

Lumen Technologies; Dadri, Bengaluru; Sur place; INR 600 000 - 1 000 000; Plein temps

Résumé du poste

Lumen Technologies in India is seeking a skilled Network Support Engineer to join our operations in Uttar Pradesh. You will provide multi-level support for network, server, and security issues, ensuring minimal downtime and timely incident resolution.

The role requires strong troubleshooting, customer communication, and familiarity with ticketing tools and SLA timelines; ITIL is preferred. You will collaborate with Engineering, Account Management, and the Command Centre to deliver reliable

Qualifications

• 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).

Responsabilités

• 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.

Connaissances

Customer communication

Under pressure

Analytical thinking

Team oriented

Ticketing tools

Formation

ITIL certification

Outils

Wireshark

SolarWinds

NetScout

Bluecoat

Meraki

Description du poste

The Main 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.

What We Look For in a Candidate

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