Network Support Engineer L1

The Network Support Engineer – L1 will be
responsible for providing first -level support for network and voice
infrastructure. The role includes monitoring, basic configuration,
troubleshooting, and hands & feet support for network and telecom devices
under the guidance of remote senior engineers. The candidate must possess a
foundational understanding of networking technologies, ITIL processes, and
documentation practices.

Key
Responsibilities

1. Network
Monitoring & Alert Management

• Monitor network and telecom infrastructure using the deployed
  Network Management System (NMS).
  
• Log, track, and escalate alerts as per defined SLAs.
  
• Perform basic diagnosis to identify potential service -impacting
  issues.
  

2.
First -Level Network Support

• Provide L1 support for network devices including Routers,
  Switches, Firewalls, Wireless Controllers & Access Points, and
  Exchanges.
  
• Perform basic configuration and initial setup as per standard
  guidelines.
  
• Assist in applying configuration changes provided by remote L2/L3
  engineers.
  

3. Hands
& Feet Support

• Act as on -site support to execute remote instructions from
  higher -tier support teams.
  
• Perform tasks such as cable tracing, patching, device reboot,
  module replacement, and physical inspection.
  
• Coordinate with field teams for any hardware movement or onsite
  interventions.
  

4. Voice
Infrastructure Support

• Provide L1 support for PBX, Voice Gateways, Dialer Systems,
  Voice Recorders, and CDR systems.
  
• Assist in troubleshooting voice call issues, device status checks,
  and patching activities.
  
• Support remote teams in resolving voice -related incidents.
  

5.
Interdomain Coordination

• Attend and resolve L1 tickets related to network and voice domains.
  
• Coordinate with server, security, telecom, and other support teams
  for cross -domain issues.
  

6.
Documentation & Reporting

• Maintain and update monthly inventory reports, spare
  utilization logs, and device tracking sheets.
  
• Ensure adherence to backup management processes for network
  equipment.
  
• Update and review network documentation, including topology
  diagrams, IP records, and configuration trackers on a monthly basis.
  
• Maintain daily device hardening checklists and ensure compliance.
  

7. ITIL
Process Adherence

• Follow ITIL -aligned processes for Incident Management, Request
  Fulfillment, Problem Management, and Change Management.
  
• Ensure timely ticket updates and closure in the ticketing system.
  
• Escalate issues according to predefined escalation matrix.
  

Requirements

Technical
Skills

• Basic to intermediate knowledge of networking technologies
  (LAN/WAN, TCP/IP, VLANs, Routing & Switching).
  
• Working knowledge of network devices: Cisco/HP/Aruba/Switches,
  Routers, Firewalls, Wireless Controllers.
  
• Basic understanding of Telecom & Voice infra (PBX, SIP, PRI,
  Dialers, Voice Recording).
  
• Familiarity with NMS tools for alert monitoring.
  
• Hands -on experience with cable management and rack -level
  activities.
  

Soft Skills

• Strong communication and coordination abilities.
  
• Ability to follow SOPs and remote instructions accurately.
  
• Good documentation and reporting skills.
  
• Willingness to work in shifts or on -call rotations.