Job Summary:
We are seeking a high-caliber Network Support Engineer with advanced, hands-on experience in IP/Ethernet networks, core-layer fault diagnosis, and complex infrastructure troubleshooting. The ideal candidate will possess a strong background in Tier 2/Tier 3 support within a telecom-grade NOC setup, demonstrating the technical maturity required to handle complex network isolation, core hardware replacements, and critical incident management.
Key Responsibilities by Category:
Experience Level (SA/APM & PM)
- 5–10 years in Network Operations within Telecom or ISP environments.
- Proven ability to troubleshoot and repair Ethernet/IP circuits at the service and circuit levels.
Customer Circuit Support
Provide Tier 2/3 support for escalated network and customer incidents.
- Communicate directly with enterprise customers, offering timely updates and resolutions.
Network Equipment Support
- Configure, install, and maintain network devices (Routers, Switches, NIDs).
- Work with platforms such as Juniper /Cisco/Nokia/Ciena/Accedian.
Hardware Lifecycle Management: Execute and oversee critical hardware interventions, including the replacement of core routers, line cards, and associated network components
Protocol Troubleshooting
- Diagnose and resolve issues related to BGP, MPLS, Ethernet Switching, VLANs, STP, LAG.
- Utilize CLI and SNMP-based tools for analysis and troubleshooting.
Fiber Testing & Diagnostics
- Conduct RFC 2544 testing and validate network throughput.
- Assist field engineers with OTDR testing for fiber faults.
NOC Monitoring & Escalation
- Monitor alarms and performance metrics in a 24x7 NOC environment.
- Escalate complex issues to senior engineering teams or external vendors.
Technical Escalation: Efficiently manage the escalation matrix, liaising with senior engineering architecture teams or third-party vendors for critical hardware and software anomalies
Documentation & Reporting
- Log diagnostics, resolutions, and RCA in ticketing systems.
- Maintain clear incident reports and resolution timelines.
Cross-Functional Collaboration: Coordinate seamlessly with Field Operations, Provisioning, and Core Engineering teams to optimize service delivery and restoration timelines
Customer Communication
- Provide professional, timely, and clear communication to customers and internal stakeholders.
- Maintain high standards in both written and verbal communication.
Technical Proficiency
- Hands-on experience with Juniper, Cisco, Nokia, Accedian, Ciena.
- Exposure to Telco infrastructure, FTTx, DWDM is a plus.
Certifications (Preferred)
- Cisco: CCNA/CCNP, Juniper: JNCIA/JNCIS, Nokia certifications preferred.
Tools & Testing Experience
Proficiency with diagnostic and benchmarking tools including OTDR, iPerf, Wireshark, and various vendor-specific network management systems (NMS)
Soft Skills
- Strong analytical, troubleshooting, and documentation abilities.
- Calm and effective under pressure in high-availability environments.
Communication
- Excellent verbal and written English communication skills.
About eClerx
eClerx is a global leader in productized services, bringing together people, technology and domain expertise to amplify business results. Our mission is to set the benchmark for client service and success in our industry. Our vision is to be the innovation partner of choice for technology, data analytics and process management services. Since our inception in 2000, we've partnered with top companies across various industries, including financial services, telecommunications, retail, and high-tech. Our innovative solutions and domain expertise help businesses optimize operations, improve efficiency, and drive growth. With over 18,000 employees worldwide, eClerx is dedicated to delivering excellence through smart automation and data-driven insights. At eClerx, we believe in nurturing talent and providing hands-on experience.
eClerx’s Technology Group collaboratively delivers Analytics, RPA, AI, and Machine Learning digital technologies that enable our consultants to help businesses thrive in a connected world. Our consultants and specialists’ partner with our global clients and colleagues to build and implement digital solutions through a broad spectrum of activities
To know more about us, visit https://eclerx.com
eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law
Skills Required
- 5-10 years in Network Operations within Telecom or ISP environments
- Tier 2/3 support experience in a NOC (customer incident escalation and resolution)
- Hands-on configuration, installation, and maintenance of routers, switches, and NIDs
- Experience with Juniper, Cisco, Nokia, Ciena, Accedian platforms
- Protocol troubleshooting: BGP, MPLS, Ethernet Switching, VLANs, STP, LAG
- Proficiency using CLI and SNMP-based tools for analysis and troubleshooting
- Hardware lifecycle management including core router and line card replacements
- Fiber testing and diagnostics including RFC 2544 throughput testing and OTDR
- Familiarity with diagnostic/benchmarking tools: iPerf, Wireshark, vendor NMS
- Experience operating in a 24x7 NOC environment with alarm/performance monitoring and escalation
- Strong written and verbal English communication; customer-facing communication experience
- Exposure to Telco infrastructure, FTTx, DWDM
- Certifications: Cisco CCNA/CCNP, Juniper JNCIA/JNCIS, Nokia certifications
eClerx LLC Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about eClerx LLC and has not been reviewed or approved by eClerx LLC.
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Healthcare Strength — Feedback suggests U.S. employees have access to medical, dental, and vision coverage, with HSA/FSA options and life insurance included. An Employee Assistance Program also appears in the public benefits profile supporting wellbeing.
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Retirement Support — Feedback suggests a 401(k) is part of the U.S. package, with some mentions of an employer match. Retirement provision is consistently cited across company profiles and listings.
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Leave & Time Off Breadth — Feedback suggests paid holidays, sick leave, and PTO are part of the offering, alongside parental leave. Parental leave is also highlighted in public benefits profiles.
eClerx LLC Insights
What We Do
eClerx provides business process management, automation and analytics services to a number of Fortune 2000 enterprises, including some of the world's leading financial services, communications, retail, fashion, media & entertainment, manufacturing, travel & leisure, and technology companies. Incorporated in 2000, eClerx is today traded on both the Bombay and National Stock Exchanges of India. The firm employs 16,000+ people across Australia, Canada, Germany, India, Italy, Netherlands, Philippines, Singapore, Thailand, UK, and the USA.
