Technical Support Engineer (L1)

Technical Support Engineer (L1)

We are seeking a dedicated and proactive Technical Support Engineer (L1) to join our team. This entry-level engineering role focuses on providing professional technical support services to clients, primarily in the networking domain, including routing, switching, and vendor technologies such as CISCO, Juniper, and Aruba. The ideal candidate will have a minimum of 2 years of experience and a strong commitment to resolving technical incidents and problems efficiently.

Key Responsibilities

• Maintain the support process and ensure that requests for support are handled according to established procedures.
• Utilize service assurance software and tools to investigate and diagnose problems, collect performance statistics, and create reports, collaborating with users, staff, and suppliers as needed.
• Identify and resolve problems following agreed procedures.
• Carry out agreed maintenance tasks.
• Ensure the use of knowledge articles in incident diagnosis and resolution, assisting with updates as required.
• Perform defined tasks to monitor service delivery against service level agreements (SLAs) and maintain records of relevant information.
• Analyze service records against agreed service levels regularly to identify actions required to maintain or improve service levels and initiate or report these actions.
• Prioritize and diagnose incidents according to agreed procedures.
• Investigate causes of incidents and seek resolution.
• Escalate unresolved incidents and follow up until resolution.
• Provide service recovery following the resolution of incidents.
• Document and close resolved incidents according to agreed procedures.
• Maintain secure, accurate, complete, and current configurations on configuration items (CIs).
• Apply tools, techniques, and processes to track, log, and correct information related to CIs, ensuring protection from unauthorized changes.
• Remotely investigate and identify root causes of incidents and assist with the implementation of agreed remedies and preventative measures.
• Maintain knowledge of specific specialisms and provide detailed advice regarding their application.
• Ensure efficient and comprehensive resolution of incidents, coordinating product requests and working with team members.
• Provide continuous feedback to clients and affected parties, updating all systems, portals, and ticketing tools as per standard operating procedures.
• Identify problems and errors prior to or when they occur.
• Log all incidents in a timely manner with the required level of detail.
• Cooperate with all stakeholders, including client IT environments, vendors, carriers, and colleagues to expedite diagnosis and resolution of errors and problems.

Requirements

• Graduation in a relevant field.
• Minimum 2 years of entry-level experience in call center routing technologies, voice over IP technologies, security/firewalls, networking (routing, switching, distribution, core and access layers), and IT infrastructure (storage, backup, computing, server virtualization, etc.).
• Entry-level experience in technical support to clients.
• Entry-level experience in diagnosis and troubleshooting.
• Entry-level experience providing remote support in Data Centre technologies.
• Entry-level experience in relevant technology.
• Working knowledge of technical documentation such as MOP, SOW, HLD, LLD, etc.
• Knowledge of vendor technologies, such as Juniper and Cisco switching and routing.
• Customer service orientation and proactive thinking.
• Strong problem-solving skills, attention to detail, and analytical thinking.
• Excellent spoken and written communication skills.
• Ability to work well in a team and collaborate with colleagues and stakeholders.

Work Arrangements

• Type: Contract
• Location: Neemrana, Rajasthan, India and Mumbai, Maharashtra, India
• Yearly CTC: 5 L per annum
• Number of positions available: 2