Technical Support Engineer

GTPL Hathway; Ahmedabad District; On-site; INR 300,000 - 600,000; Full time

Job summary

GTPL Hathway is seeking an L2 Technical Support Engineer to diagnose and resolve broadband complaints remotely, reducing field visits while improving resolution times and customer satisfaction. The role involves handling escalated issues and coordinating with NOC and network teams from Ahmedabad, Gujarat.

The ideal candidate will have a B.Tech/B.E. degree, be adaptable to shift work, and possess strong communication and customer-focused skills to deliver effective remote support.

Qualifications

• Freshers and Experienced can apply.
• Any Btech Graduate can apply.

Responsibilities

• Handle technical complaints escalated by the L1 team.
• Perform remote troubleshooting of broadband connectivity and service issues.
• Diagnose OLT, ONU, provisioning and network-related faults.
• Resolve issues remotely wherever possible.
• Escalate only genuine physical faults to the field team.
• Coordinate with NOC, Access Network and Infrastructure teams for issue resolution.
• Update complaint status and ensure timely closure.

Skills

Communication skills

Customer focus

Shift work

Education

B.Tech/B.E.

Job description

Job Description L2 Technical Support Engineer

Role Purpose

The L2 Technical Support Engineer is responsible for diagnosing and resolving broadband technical complaints remotely before assigning them to the field team. The objective is to reduce unnecessary field visits, improve complaint resolution time, and enhance customer experience.

Key Responsibilities

• Handle technical complaints escalated by the L1 team.
• Perform remote troubleshooting of broadband connectivity and service issues.
• Diagnose OLT, ONU, provisioning and network-related faults.
• Resolve issues remotely wherever possible.
• Escalate only genuine physical faults to the field team.
• Coordinate with NOC, Access Network and Infrastructure teams for issue resolution.
• Update complaint status and ensure timely closure.

Qualification & Experience

• Freshers and Experienced can apply .
• Any B.tech Graduate can apply

Key Skills

• Good communication skills
• Customer-focused approach
• Open to work in a shift environment