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.