Network Associate L1

Job Title: Network Associate – L1

Department: Network Operations / ISP

Reports To: Network Engineer / NOC Lead

Job Summary:

The Network Associate – L1 will be responsible for providing first-level technical support, monitoring, and troubleshooting of network infrastructure for ISP services. The role involves handling customer complaints, monitoring network uptime, escalating unresolved issues, and ensuring smooth day-to-day operations.

Key Responsibilities:

• Monitor network devices, links, and services using NMS tools and respond to alerts.
  

• Provide L1 technical support for internet leased line, broadband, and enterprise customers.
  

• Handle incidents and service requests logged by customers through calls, emails, or ticketing systems.
  

• Perform basic troubleshooting of routers, switches, modems, and ONTs.
  

• Escalate unresolved issues to L2/L3 or vendor support as per SLA.
  

• Document incidents, resolutions, and escalation activities in ticketing tools.
  

• Coordinate with field engineers for on-site support.
  

• Ensure adherence to SLA response and resolution timelines.
  

• Perform health checks, link monitoring, and proactive fault identification.
  

• Assist in configuration of basic network devices under guidance from senior engineers.
  

Qualifications:

• Bachelor’s degree / Diploma in Computer Science, Electronics, IT, or related field.
  

• Certifications (preferred): CCNA, JNCIA, or equivalent.
  

• 0–2 years of experience in networking / ISP / telecom support.
  

Work Conditions:

• 24/7 shift operations (rotational shifts).
  

• Fast-paced ISP environment with strict SLA adherence.
  

Requirements