Network SME Professional

N Consulting Global

3 - 6 years

5 - 9 Lacs

pune

Posted:1 day ago| Platform:

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Skills Required

iso wan vpn ticketing tools consulting lan customer service ccna troubleshooting remedy

Work Mode

Work from Office

Job Type

Full Time

Job Description

1. First Point of Contact
Serve as the initial contact for all
network-related incidents and service requests
, including Cisco and non-Cisco devices, via phone, email, chat, or ticketing systems.
2. Network Incident Management
Monitor, log, and manage
network incidents (LAN/WAN/Wi-Fi)
to ensure timely detection, categorization, and resolution in alignment with SLAs and ITIL practices.
3. Hands & Feet Support Coordination
Act as the
remote coordination point
for on-site L1 engineers providing Hands & Feet support guiding them through device checks, cable tracing, patching, power cycling, and connectivity verification.
4. Troubleshooting and Resolution
Perform
basic network troubleshooting
(ping, traceroute, switch port checks, interface status verification, etc.) and assist users with network access, VPN, and connectivity issues.
5. Request Fulfilment
Process and fulfill network-related
service requests
, including port activations, device restarts, and site access coordination for higher-tier engineers.
6. Escalation Management
Escalate complex incidents to
L2/L3 network teams
or vendor TACs (Cisco, HPE, Aruba, Juniper, etc.) with complete diagnostics and logs, ensuring proper handover and tracking.
7. Documentation & Knowledge Base
Update and maintain a
knowledge base
with recurring network issues, resolution steps, and Hands & Feet procedures to support efficient first-level resolution.
8. Communication & Reporting
Provide clear, concise communication to users, regional service owners, and escalation teams regarding
incident progress, impact, and resolution
.
Assist in preparing daily/weekly service desk reports for management.
9. SLA & Compliance Adherence
Ensure all network incidents and requests are logged, categorized, and resolved within SLA timelines while adhering to
ITIL, ISO, and customer compliance
frameworks.
Required Skills and Qualifications
Technical Skills
Basic understanding of
network technologies
: routers, switches, access points, firewalls, and cabling.
Proficient in
network diagnostic tools
(ping, traceroute, ipconfig, nslookup, etc.).
Experience with
ticketing tools
(e.g., ServiceNow, Freshservice, Remedy, Jira).
Awareness of
ITIL processes
for incident, problem, and request management.
Customer Service & Communication
Excellent communication and interpersonal skills with a focus on
customer satisfaction and clarity
.
Ability to explain technical issues in simple terms to non-technical users.
Analytical & Problem-Solving
Strong diagnostic ability to identify and resolve first-level network issues.
Attention to detail when logging incidents and following documented procedures.
Organizational & Multitasking Skills
Ability to manage multiple incidents simultaneously under pressure.
Prioritization of tasks based on business impact and SLA criticality.

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