The Network Associate - L1 will be responsible for providing first-level technical support, monitoring, and troubleshooting of network infrastructure for ISP services. The role involves handling customer complaints, monitoring network uptime, escalating unresolved issues, and ensuring smooth day-to-day operations.
Key Responsibilities:
Monitor network devices, links, and services using NMS tools and respond to alerts.
Provide
L1 technical support
for internet leased line, broadband, and enterprise customers.
Handle incidents and service requests logged by customers through calls, emails, or ticketing systems.
Perform basic troubleshooting of routers, switches, modems, and ONTs.
Escalate unresolved issues to L2/L3 or vendor support as per SLA.
Document incidents, resolutions, and escalation activities in ticketing tools.
Coordinate with field engineers for on-site support.
Ensure adherence to SLA response and resolution timelines.
Perform health checks, link monitoring, and proactive fault identification.
Assist in configuration of basic network devices under guidance from senior engineers.
Required Skills & Knowledge:
Basic understanding of
TCP/IP, DNS, DHCP, Routing, Switching, VLANs
.
Knowledge of ISP technologies like
FTTH, Broadband, Wireless, MPLS, Leased Line
.
Familiarity with NOC operations and monitoring tools.
Good troubleshooting skills for Layer 1 (Physical), Layer 2 (Data Link), and Layer 3 (Network) issues.
Strong communication and customer handling skills.
Qualifications:
Bachelor's degree / Diploma in Computer Science, Electronics, IT, or related field.
Certifications (preferred): CCNA, JNCIA, or equivalent.
0-2 years of experience in networking / ISP / telecom support.