Job Description

Job Title:
Network Support Engineer (IP/Ethernet)
Location:
Mumbai (Work from Office)
Shift: 24x7 Rotational (NOC Environment)
Industry:
Telecommunication / Internet Service Provider (ISP)
Experience Required:
3 10 Years
Job Summary:
We are looking for a skilled and motivated Network Support Engineer with 3 to 10 years of experience in IP/Ethernet networking and MPLS troubleshooting, preferably within a telecom or ISP environment. The ideal candidate will work in a fast-paced 24x7 Network Operations Center (NOC) and possess hands-on expertise in fault diagnosis, service-level troubleshooting, and protocol-level analysis.
Key Responsibilities:
Network Operations & Troubleshooting

• Provide Tier 2/3 support for escalated issues related to MPLS, BGP, SD-WAN, VLAN, STP, LAG, etc.
• Troubleshoot Ethernet/IP circuits, network faults, and customer connectivity issues.
• Perform CLI-based diagnostics and SNMP-based monitoring.

Equipment Configuration & Support

• Configure and maintain routers, switches, NIDs, and network elements from vendors such as Juniper, Cisco, Nokia, Ciena, Accedian.
• Participate in device installation, upgrades, and patch management.

Customer Circuit Management

• Deliver support for customer links and services with high responsiveness.
• Interface directly with enterprise clients to provide real-time updates and resolutions.

Fiber & Transport Testing

• Assist in fiber testing (OTDR), and validate throughput using tools such as RFC 2544, iPerf, etc.
• Support troubleshooting of physical layer issues and coordinate with field teams.

NOC Monitoring & Escalation

• Monitor alarms and performance metrics in a 24x7 environment.
• Proactively escalate issues to engineering teams or OEM vendors as required.

Documentation & Reporting

• Maintain accurate records in ticketing systems (incident logs, RCAs, actions taken).
• Generate regular reports on incidents, resolutions, and trends.

Cross-Functional Collaboration

• Coordinate with internal teams including Field Engineers, Engineering, and Provisioning.
• Liaise with third-party vendors for hardware and software escalations.

Customer Communication

• Provide professional and timely updates to internal and external stakeholders.
• Ensure customer satisfaction through clear and consistent communication.

Technical Skills Required:

• Strong knowledge of IP/Ethernet networks, MPLS, BGP, and Layer 2/3 protocols.
• Hands-on with network hardware from Juniper, Cisco, Nokia, Ciena, Accedian.
• Tools: OTDR, iPerf, Wireshark, RFC 2544 test equipment.
• Familiarity with NOC monitoring tools and ticketing systems.

Certifications (Preferred):

• Cisco: CCNA / CCNP
• Juniper: JNCIA / JNCIS
• Nokia certifications (plus)

Soft Skills:

• Excellent verbal and written English communication.
• Analytical mindset with strong troubleshooting and problem-solving skills.
• Calm under pressure and capable of handling real-time service issues in critical environments.

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