Description
Job Summary:
We are seeking a Network Support Engineer with hands-on experience in IP/Ethernet networks, fault diagnosis, and service-level troubleshooting. The ideal candidate will have a strong background in Tier 2/3 support, network protocol analysis, and customer communication in a telecom-grade NOC setup.
Description
Key Responsibilities by Category:
Experience Level (SA/APM/PM)
8–12 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.
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.
Documentation & Reporting
Log diagnostics, resolutions, and RCA in ticketing systems.
Maintain clear incident reports and resolution timelines.
Collaboration
Coordinate with Field Engineers, Provisioning, and Engineering teams.
Liaise with third-party vendors for hardware troubleshooting and escalations.
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
Experience with OTDR, iPerf, Wireshark, RFC 2544, and vendor-specific diagnostic tools.
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.
eClerx LLC Mumbai, Maharashtra, IND Office
Express Towers, 4th Floor, Ramnath Goenka Marg, Nariman Point, Mumbai, Maharashtra, India, 400021
