Specialist Work Center Tech Supt

Overview

Support Tier 2.5 network operations by monitoring, troubleshooting, and resolving complex network issues for business and consumer customers. The role operates in a 24x7 Network Operations Center environment and coordinates with engineering, field operations, vendors, and support teams.

What you'll do

• Monitor network performance, availability, alerts, tickets, dashboards, and active incidents.
• Diagnose and resolve complex issues involving routers, switches, modems, connectivity services, and IP configurations.
• Perform root cause analysis and recommend corrective actions for recurring issues.
• Provide technical assistance, status updates, and resolution guidance to customers and stakeholders.
• Coordinate escalations, field dispatches, hardware replacements, parts requests, and major incident calls.
• Create and maintain knowledge articles, troubleshooting guides, network procedures, and incident documentation.
• Identify operational gaps and recommend improvements to network stability and monitoring effectiveness.

What you'll need

• 5+ years of experience in Network Operations, NOC, Technical Support, or Network Engineering.
• Bachelor's degree in Computer Science, Information Technology, Telecommunications, Engineering, or a related field, or equivalent work experience.
• Strong understanding of TCP/IP, routing and switching, LAN/WAN, DNS, DHCP, VPN, and enterprise networking.
• Hands-on experience troubleshooting routers, switches, and enterprise network infrastructure.
• Experience using network monitoring and incident management tools.
• Strong analytical, problem-solving, verbal, and written communication skills.
• Availability to work 24x7 shifts, including weekends and holidays when required.

Nice to have

• CCNA, CCNP, Network+, or Juniper certifications.
• Experience with ServiceNow or similar ticketing platforms.
• Experience supporting enterprise customers in telecommunications or managed services.
• Knowledge of ITIL processes and incident management practices.

Details

• Location: Bangalore, Karnataka, India.
• Weekly hours: 40.
• Employment type: Regular.