Job Description:

•  Provide Level 2/Level 3 technical support to enterprise customers.
•   Monitor enterprise service performance and proactively identify issues. 
•  Handle escalations related to connectivity, routing, switching, and fiber links.
•   Coordinate with NOC, Field Teams, and System Engineers for issue resolution.
•   Install, configure, and troubleshoot enterprise devices such as routers, switches, and firewalls.
•   Conduct on-site technical visits when required for service activation or problem diagnosis.
•   Prepare service reports, incident logs, and technical documentation.
•   Assist in enterprise project implementation and service rollouts.
•   Communicate service updates to clients and ensure timely feedback closure.
•   Ensure adherence to SLA timelines and quality standards. Skills & Competencies
•   Strong understanding of networking (LAN/WAN), routing, and switching.
•   Familiarity with enterprise devices ( Huawei, Juniper).
•   Ability to diagnose and resolve network issues efficiently.
•   Good communication and client handling skills.
•   Problem-solving ability in high-pressure environments.
•   Knowledge of fiber networks and enterprise connectivity setups. 

Specification:

• Bachelor's degree in engineering, IT, or Networking.
• 2–3 years of enterprise-level technical support experience.
• Certifications such as CCNA/CCNP (preferred but not mandatory).
• SLA compliance and issue resolution time.
•  Enterprise client satisfaction score.
•  Quality of troubleshooting and documentation.
• Number of successful installations/activations.
• Uptime and stability of enterprise links.