Customer Service Representative

Educational Qualification : Graduation

As a Customer Service Representative for Enterprise Network Operations, you will be responsible for providing functional, technical, or administrative support to resolve customer problems and queries. Your typical day will involve communicating with customers, troubleshooting network issues, and providing solutions to ensure customer satisfaction.

• Provide technical support to customers for Enterprise Network Operations.
• Troubleshoot network issues and provide solutions to customers.
• Communicate with customers to understand their problems and provide appropriate solutions.
• Collaborate with cross-functional teams to resolve complex customer issues.
• Ensure customer satisfaction by providing timely and effective solutions.

• Must To Have Skills: Experience in Enterprise Network Operations.
• Good To Have Skills: Knowledge of network protocols and technologies such as TCP/IP, DNS, DHCP, VPN, and MPLS.
• Strong communication and interpersonal skills.
• Ability to troubleshoot and resolve complex technical issues.
• Experience in using network monitoring tools such as SolarWinds, Nagios, or PRTG.

• The candidate should have a minimum of 2 years of experience in Enterprise Network Operations.
• The ideal candidate will possess a strong educational background in computer science, information technology, or a related field, along with a proven track record of delivering exceptional customer service.
• This position is based at our Bengaluru office.

As an Infra Tech Support Practitioner, you will be responsible for providing ongoing technical support and maintenance of production and development systems and software products. Your typical day will involve troubleshooting and resolving issues related to Enterprise Network Operations and implementing technology at the operating system-level across all server and network areas.

• Work as Subject Matter Expert of Network Operations, planning, troubleshooting activities.
• Develop equipment specifications, configurations and design documentation.
• Assist with network operations support (L1/L2/L3)
• Work with minimal direction from supervisor/project manager

• Educational Qualifications: BE, BTech, MCA, Graduation
• Technology Certifications: Cisco, Nexus, Arista, Juniper switching
• SD-WAN – Meraki/Viptela experience
• One of the Cloud Platform(Azure/AWS/GCP)
• Exposure to configure and discuss Routing and Switching technologies, MPLS,
• Must have good working knowledge of Network Design and Documentation Tools like MS Visio and Productivity Tools like MS Excel, Word and PowerPoint.
• Good experience with ITIL Process and usage
• Need to be flexible working on 24x7 operational support
• Very Good business communication and articulation skills (written and verbal).

• Knowledge about Security Architecture especially firewalls
• Knowledge of IPv6

The Level 2 NOC Engineer collaborates closely with Level 1.5 & 2 support, network engineers, and other IT teams to maintain optimal network operations.

• Continuously monitor network performance and health using advanced network management tools.
• Analyze network alerts and incidents, identifying potential issues before they impact operations.
• Troubleshoot and resolve escalated network issues, including hardware, software, and connectivity problems.
• Provide advanced technical support for complex network incidents, ensuring timely resolution.
• Perform scheduled maintenance activities, including firmware upgrades, patching, and configuration changes.
• Maintaining network infrastructure consisting of network devices such as Cisco routers/switches, Cisco Wireless, Extreme Wireless, F5 Load Balancers, Cisco ACI, VMware AVI, CradlePoint Routers, Packet capturing tools, Cisco ISE, Infoblox, Cisco SD-WAN, NetGate, Microsemi Time Server.
• Analyze network performance data to identify and implement optimization opportunities.
• Maintain detailed records of network incidents, changes, and maintenance activities.
• Generate comprehensive reports on network performance, incidents, and resolutions for management.
• Work closely with Level 1.5 support to provide guidance and assistance in resolving network issues.
• Escalate unresolved or critical issues to Level 3 support or network engineers as necessary.
• Provide training and mentorship to Level 1.5 NOC staff to enhance their technical skills and knowledge.
• Share best practices and promote a culture of continuous improvement within the NOC team.
• Stay current with emerging network technologies and industry trends.
• Participate in professional development activities to enhance technical expertise.
• Identify automation scope within project deliverables.

• Educational Qualifications: BE, BTech.
• Technology Certifications: CCNA/CCNP (must have), CCDP (good to have), CCIE (good to have)
• Proven experience in a network operations center or a similar network support role.
• Strong knowledge of network protocols, hardware, and software.
• Proficiency with network monitoring and management tools (e.g., SNOW, Infoblox, Netbrain, PRTG).
• Strong understanding of networking concepts, including routing, switching, Wireless LANs, VPNs, and firewalls.
• Experience with network troubleshooting and incident management.
• Strong analytical and problem-solving skills.
• Excellent communication and teamwork abilities.
• Good understanding of the emerging network technology trends.