JR. NETWORK SUPPORT ENGINEER

Job Description

Responsible for assisting in the installation, maintenance, and troubleshooting of network systems and infrastructure. Supports end-users by resolving connectivity issues and ensures network performance and security under the guidance of senior engineers.

RESPONSIBILITIES & REQUIREMENTS

• Provide Tier 1 and Tier 2 technical support to customers and internal teams via phone, email, and ticketing system, ensuring prompt and professional resolution of issues.
• Monitor and troubleshoot network, hardware, and software issues to minimize downtime and service disruption.
• Follow Incident Management processes and adhere to Service Level Agreements (SLAs) for timely issue resolution.
• Accurately document all support activities, including troubleshooting steps, customer interactions, and resolutions, in the ticketing system.
• Respond to client requests, notifications, and out of service events generated by monitoring tools.
• Strive to meet and exceed response and resolution time targets as defined by SLAs.
• Assist in network performance monitoring, alarm correlation, and appropriate escalation of persistent or critical issues.
• Generate periodic status reports highlighting completed tasks, outstanding issues, and overall network/system health.
• Support the maintenance and basic configuration of network server hardware and software.
• Assist in upgrading and patching network devices and systems to maintain security, stability, and performance.

Education and Work Experience

• Bachelor's degree or equivalent in Computer Science or Engineering.
• Minimum of 1-2 years of hands-on experience in a Network Operations Center (NOC) environment, technical support, or IT help desk role.

EDUCATION, WORK EXPERIENCE & SKILLS REQUIRED:

• Strong concepts of IP routing and network designing.
• Good troubleshooting and critical thinking skills to resolve complex problems.
• Knowledge of wireless access controllers and access points.
• Intermediate knowledge of network systems design principles and standards.
• Knowledge of Cisco, Juniper or Huawei equipment and technologies.
• Ability to work in teams and independently with a candid professional attitude and excellent analytical skills.
• Good written and verbal communication skills.
• Willing to work in shifts (24x7).