Network Associate – L1
Job Title: Network Associate – L1
Department: Network Operations / ISP
Reports To: Network Engineer / NOC Lead
Job Summary:
The Network Associate – L1 will be responsible for providing first-level technical support, monitoring, and troubleshooting of network infrastructure for ISP services. The role involves handling customer complaints, monitoring network uptime, escalating unresolved issues, and ensuring smooth day-to-day operations.
Key Responsibilities:
Monitor network devices, links, and services using NMS tools and respond to alerts.
Provide L1 technical support for internet leased line, broadband, and enterprise customers.
Handle incidents and service requests logged by customers through calls, emails, or ticketing systems.
Perform basic troubleshooting of routers, switches, modems, and ONTs.
Escalate unresolved issues to L2/L3 or vendor support as per SLA.
Document incidents, resolutions, and escalation activities in ticketing tools.
Coordinate with field engineers for on-site support.
Ensure adherence to SLA response and resolution timelines.
Perform health checks, link monitoring, and proactive fault identification.
Assist in configuration of basic network devices under guidance from senior engineers.
Qualifications:
Bachelor’s degree / Diploma in Computer Science, Electronics, IT, or related field.
Certifications (preferred): CCNA, JNCIA, or equivalent.
0–2 years of experience in networking / ISP / telecom support.
Work Conditions:
24/7 shift operations (rotational shifts).
Fast-paced ISP environment with strict SLA adherence.
Requirements
Required Skills & Knowledge:
Basic understanding of TCP/IP, DNS, DHCP, Routing, Switching, VLANs.
Knowledge of ISP technologies like FTTH, Broadband, Wireless, MPLS, Leased Line.
Familiarity with NOC operations and monitoring tools.
Good troubleshooting skills for Layer 1 (Physical), Layer 2 (Data Link), and Layer 3 (Network) issues.
Strong communication and customer handling skills.