Key Responsibilities Monitor network performance and health using NMS and other monitoring tools. Provide L1 support for customer and internal network issues (via phone, email, or ticketing system). Escalate unresolved issues to L2/L3 engineers in a timely manner with detailed diagnostics. Perform basic troubleshooting of routers, switches, wireless links, and fiber networks. Coordinate with field teams and vendors for issue resolution and service restoration. Maintain detailed logs of incidents, escalations, and actions taken. Follow standard operating procedures (SOPs) and ensure SLA adherence. Assist in provisioning and configuration of new customer connections (under supervision). Provide updates and reports to clients and internal stakeholders on incident status. Work in shifts to ensure 24x7 support availability. About Company: Our dedicated team at Optimal Telemedia is committed to your success, enhanced productivity, and customer satisfaction. We serve as a valuable resource with enthusiasm and diligence for businesses seeking guidance and support. Your satisfaction is our priority for us, so we deliver unique solutions that meet your business needs and high standards in telecommunications and technology. Our systems are designed in a way that seamlessly integrates with your operations, regardless of your location, and ensures reliable service delivery that follows strict protocols. We have you covered whether you require consultation, design, support, implementation or maintenance services. Your business deserves the best and at Optimal, we're here to provide it. Show more Show less