L1 Technical Support Engineer

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NMSWorks Software is a leading provider of cutting-edge OSS and BSS solutions for the world's largest telecom service providers, network equipment vendors, and enterprises. By combining deep domain expertise with best-in-class software development practices, we empower our clients with solutions that drive network virtualization and software-defined networking.

Our unique position at the IIT Madras Research Park fosters a culture of innovation, allowing us to integrate academic research and thought leadership into our products. We are committed to delivering high automation, seamless REST API-based integrations, and unparalleled customer-centricity.

Join us to build the future of telecom networks.

We are seeking a motivated and technically skilled L1 Support Engineer to join our dynamic team in Kolkata. This role is critical in providing frontline technical support to our prestigious clients, ensuring their network operations run smoothly and efficiently.

You will be the first point of contact for our customers, responsible for diagnosing and troubleshooting technical issues, delivering effective solutions, and maintaining the highest level of customer satisfaction. This is a hands-on role based in a data center environment, requiring a proactive individual comfortable with rotational shifts.

Key Responsibilities:

• Provide first-line technical support and troubleshooting for our OSS/BSS solutions via phone, email, and remote sessions.
• Diagnose and resolve issues related to software, network protocols, and hardware integration.
• Document all customer interactions, issues, and resolutions accurately in the ticketing system.
• Collaborate with L2 and L3 engineering teams to escalate complex problems and ensure timely resolution.
• Perform routine health checks and monitoring of client systems and servers.
• Contribute to building and updating our knowledge base for common issues and solutions.
• Be available for on-call support and work during off-days in case of critical emergencies.
  

Mandatory Requirements:

• Bachelor’s degree in Computer Science, Information Technology, Electronics & Communication, or a related field.
• Proven experience in a technical support or similar customer-facing role.
• Mandatory: Strong hands-on experience with Linux operating systems.
• Mandatory: Proficiency in MySQL database queries and management.
• Solid understanding of Telecom technologies (e.g., SDH, PDH, DWDM, OTN).
• Excellent analytical and problem-solving skills.
• Outstanding written and verbal communication skills.

Preferred Skills (Good to Have):

• Experience with OSS/BSS solutions in the telecom or IT industry.
• Knowledge of Dell/HP server hardware.
• Familiarity with networking devices from Cisco, Fortinet, or similar.
• Comfortable working in rotational shifts (including night shifts) in a Data Center environment.
  

• A competitive compensation package (CTC commensurate with experience and industry standards).
• A challenging and rewarding role at the forefront of telecom technology.
• Opportunities for professional growth and skill development.
• A collaborative and innovative work culture.

How to Apply:

If you are passionate about technology and customer success, we would love to hear from you. Please apply with your updated resume and e-mail to mainakbose@nmsworks.co.in / sayanghosh@nmsworks.co.in