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.
  

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.