Network Support Engineer – L1
The Network Support Engineer – L1 will be
responsible for providing first-level support for network and voice
infrastructure. The role includes monitoring, basic configuration,
troubleshooting, and hands & feet support for network and telecom devices
under the guidance of remote senior engineers. The candidate must possess a
foundational understanding of networking technologies, ITIL processes, and
documentation practices.
Key
Responsibilities
1. Network
Monitoring & Alert Management
- Monitor network and telecom infrastructure using the deployed
Network Management System (NMS).
- Log, track, and escalate alerts as per defined SLAs.
- Perform basic diagnosis to identify potential service-impacting
issues.
2.
First-Level Network Support
- Provide L1 support for network devices including Routers,
Switches, Firewalls, Wireless Controllers & Access Points, and
Exchanges.
- Perform basic configuration and initial setup as per standard
guidelines.
- Assist in applying configuration changes provided by remote L2/L3
engineers.
3. Hands
& Feet Support
- Act as on-site support to execute remote instructions from
higher-tier support teams.
- Perform tasks such as cable tracing, patching, device reboot,
module replacement, and physical inspection.
- Coordinate with field teams for any hardware movement or onsite
interventions.
4. Voice
Infrastructure Support
- Provide L1 support for PBX, Voice Gateways, Dialer Systems,
Voice Recorders, and CDR systems.
- Assist in troubleshooting voice call issues, device status checks,
and patching activities.
- Support remote teams in resolving voice-related incidents.
5.
Interdomain Coordination
- Attend and resolve L1 tickets related to network and voice domains.
- Coordinate with server, security, telecom, and other support teams
for cross-domain issues.
6.
Documentation & Reporting
- Maintain and update monthly inventory reports, spare
utilization logs, and device tracking sheets.
- Ensure adherence to backup management processes for network
equipment.
- Update and review network documentation, including topology
diagrams, IP records, and configuration trackers on a monthly basis.
- Maintain daily device hardening checklists and ensure compliance.
7. ITIL
Process Adherence
- Follow ITIL-aligned processes for Incident Management, Request
Fulfillment, Problem Management, and Change Management.
- Ensure timely ticket updates and closure in the ticketing system.
- Escalate issues according to predefined escalation matrix.
Requirements
Technical
Skills
- Basic to intermediate knowledge of networking technologies
(LAN/WAN, TCP/IP, VLANs, Routing & Switching).
- Working knowledge of network devices: Cisco/HP/Aruba/Switches,
Routers, Firewalls, Wireless Controllers.
- Basic understanding of Telecom & Voice infra (PBX, SIP, PRI,
Dialers, Voice Recording).
- Familiarity with NMS tools for alert monitoring.
- Hands-on experience with cable management and rack-level
activities.
Soft Skills
- Strong communication and coordination abilities.
- Ability to follow SOPs and remote instructions accurately.
- Good documentation and reporting skills.
- Willingness to work in shifts or on-call rotations.