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We are seeking a Network Specialist to provide technical service desk support for premium service customers with complex solutions and stringent SLA requirements. This role involves working in a 24/7 shift-based environment, ensuring proactive fault analysis, incident management, and customer communication. The individual will act as a key technical point of contact for troubleshooting and escalation.
Job Responsibility:
Perform diagnostics and proactive analysis for network faults, including root cause investigations
Support day-to-day operations with Change and Fault Management following ITIL standards
Ensure SLA compliance and manage incidents throughout their lifecycle
Transfer tickets to Level 2 engineers and other relevant teams for resolution
Coordinate with vendors and third parties based on business impact and priorities
Keep customers regularly updated on ongoing issues and join bridge calls during escalations
Manage queues effectively and multitask under pressure while maintaining process adherence
Requirements:
Holds a CCNA certification (mandatory) and preferably CCNP
Minimum of 1 year of NOC experience with a strong technical background
Engineering degree (BE/BTech) or equivalent knowledge through relevant courses
Skilled in routing protocols (OSPF, BGP, EIGRP, ISIS) and LAN switching (Catalyst, IOS, VLANs, STP)
Exposure to WAN technologies and troubleshooting is desirable
Excellent communication skills and ability to handle global customers effectively
Fluent in written and spoken English, with strong multitasking and problem-solving abilities
A team player who thrives under pressure, adapts quickly, and demonstrates logical troubleshooting skills
Nice to have:
Exposure to WAN technologies and troubleshooting is desirable
What we offer:
Opportunity to work in a global organisation with exposure to cutting-edge network technologies
Collaborative environment that values learning, innovation, and career growth
Be part of a team that drives transformation and supports premium enterprise customers worldwide