Key Responsibilities
- Handle technical issues escalated by the L1 Technical Support team.
- Diagnose and troubleshoot advanced internet connectivity, Wi-Fi, router, ONU/ONT, GPON, and FTTH-related issues.
- Perform remote troubleshooting and configuration of routers, ONUs/ONTs, and networking devices.
- Analyze customer complaints related to slow speed, packet loss, latency, frequent disconnections, and service outages.
- Monitor network performance and identify recurring issues affecting customer experience.
- Coordinate with the NOC, Field Engineers, and Fiber Teams for fault isolation and resolution.
- Configure and troubleshoot routers, access points, VLANs, PPPoE, DHCP, DNS, NAT, and port forwarding.
- Verify optical power levels, GPON status, and ONU registrations.
- Escalate complex issues to L3/NOC with proper diagnostics and documentation.
- Maintain accurate ticket updates and ensure SLA compliance.
- Guide L1 support executives on troubleshooting procedures and technical solutions.
- Prepare incident reports and root cause analysis (RCA) for major service interruptions.
- Ensure high customer satisfaction through timely resolution and professional communication.
Interested candidate's can share their resume/CV's on [email protected]/ 8253071086
Pay: ₹15,000.00 - ₹18,000.00 per month
Benefits:
- Paid time off
- Provident Fund
Work Location: In person
