Network Engineer L1

Role Overview: You are being sought after to join our team as a Network Support Engineer at our NOC. Your main responsibility will be to provide enterprise-level assistance to our customers. This will involve diagnosing and troubleshooting software and hardware issues, assisting customers with installing applications and programs related to Network & Security WAN solutions. Your role will be crucial in ensuring that our customers receive timely and accurate solutions to their technical problems, thus becoming a trusted resource for them. Key Responsibilities: - Research and identify solutions to software and hardware issues - Diagnose and troubleshoot technical issues, including account setup and network configuration - Ask customers targeted questions to understand the root of the problem quickly - Track computer system issues through to resolution, within agreed time limits - Guide clients through a series of actions via phone, email, or chat until their technical issues are resolved - Escalate unresolved issues to appropriate internal teams as per SLA - Provide prompt and accurate feedback to customers - Utilize internal database or external resources to provide accurate tech solutions - Ensure all issues are properly logged - Prioritize and manage several open issues simultaneously - Follow up with clients to ensure their IT systems are fully functional after troubleshooting - Prepare accurate and timely reports - Document technical knowledge in the form of notes and manuals - Maintain jovial relationships with clients - Configure and install various network devices and services (e.g., routers, switches, firewalls, load balancers, VPN, QoS) - Perform network maintenance and system upgrades including service packs, patches, hot fixes, and security configurations - Monitor performance and ensure system availability and reliability - Provide Level-2/3 support and troubleshooting to resolve issues - Work within established configuration and change management policies to ensure awareness, approval, and success of changes made to the network infrastructure - Select and implement security tools, policies, and procedures in conjunction with the company's security team - Liaise with vendors and other IT personnel for problem resolution Qualifications Required: - Proven hands-on network engineering and customer support experience - Ability to diagnose and troubleshoot basic technical issues - Familiarity with remote desktop applications and help desk software like (Zoho, Zendesk, or similar) - Ability to provide step-by-step technical help, both written and verbal - Deep understanding of networking protocols (e.g., IPSEC, HSRP, BGP, OSPF, 802.11, QoS) - Solid understanding of the OSI or TCP/IP model - Hands-on experience with monitoring, network diagnostic, and network analytics tools - Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role Additional Company Details: Nexapp Technologies, headquartered in Pune, India, is focused on SD-WAN, IoT, and edge computing solutions for B2B, M2M, and IoT. With a mission to create and accelerate digital transformation, Nexapp offers Networks as a Service (NaaS) for connecting people, places, and things. Founded in 2014, Nexapp has been recognized as a great place to work and continues to grow while achieving significant milestones in the industry. Note: Graduates/Postgraduates from IT background preferred with 1 to 3 years of experience. CCNA certification is a must, while SDWAN certification is optional but advantageous. CCNA trained individuals can also apply. Benefits: - Flexible schedule - Health insurance - Provident Fund Work Location: In person Job Types: Full-time, Permanent,