An experienced and customer-focused Support Engineer with a solid background in troubleshooting internet services, network connectivity, and VoIP systems. Skilled at resolving technical issues efficiently while ensuring a high level of customer satisfaction. Adept at working in fast-paced environments, supporting residential and enterprise customers, and collaborating with NOC, field engineers, and backend teams to deliver seamless connectivity solutions. Key Skills: Broadband & Fiber Internet Support (FTTH, FTTx, GPON) Layer 1/2/3 Troubleshooting (LAN/WAN) CPE Configuration (ONU, Routers, Wi-Fi Devices) VoIP and SIP Troubleshooting CRM & Ticketing Systems (e.g., Radius) Network Monitoring Tools (e.g., LibreNMS, PRTG) Remote Support Tools & CLI (SSH, Telnet, Winbox) Customer Communication & Escalation Handling Roles & Responsibilities: Provide first and second-level support for broadband, leased line, and Wi-Fi hotspot customers. Identify and resolve connectivity issues related to modems, routers, ONTs, and switches. Guide customers through basic troubleshooting and escalate complex issues to NOC or field teams. Handle service requests, complaints, and technical queries via phone, email, or chat. Monitor and report network outages, service degradation, and customer impact. Coordinate with field engineers for site visits and hardware replacements. Maintain accurate documentation of issues and solutions in the CRM/ticketing system. Assist in onboarding new customers by helping with configuration and setup. Professional Attributes: Strong analytical and problem-solving skills Clear and empathetic communication style Ability to remain calm under pressure Willingness to work in shifts, including weekends or holidays Quick learner with adaptability to new tools and technologies Job Type: Full-time Pay: ₹10,000.00 - ₹20,000.00 per month Benefits: Health insurance Schedule: Fixed shift Rotational shift Supplemental Pay: Performance bonus Yearly bonus Ability to commute/relocate: Daultabad, Gurugram, Haryana: Reliably commute or planning to relocate before starting work (Preferred) Experience: Computer networking: 1 year (Required) Work Location: In person Speak with the employer +91 9650244466 Application Deadline: 17/06/2025 Expected Start Date: 12/06/2025
