Customer Service Executive - Network Operations & Support

Role Overview We are looking for an L1 NOC Engineer with handson experience in IP domain operations, including switching and routing protocols. The ideal candidate should have basic knowledge of security concepts and practical experience in incident management, with a strong understanding of SLA adherence and service operations. Location: Pune.

• Monitor network devices, links, and services through NOC tools and dashboards.
• Perform firstlevel troubleshooting of switching, routing protocols (e.g., OSPF, BGP, EIGRP), and basic IPrelated issues.
• Log, track, and resolve incidents as per defined Incident Management processes.
• Ensure timely escalation to L2/L3 teams as required.
• Maintain adherence to SLA parameters, ensuring timely response and resolution.
• Document incidents, resolutions, and observations in ticketing systems (e.g., ServiceNow, Remedy, Jira).
• Coordinate with internal teams and service providers for issue closure.
• Support routine health checks and generate daily/weekly operational reports.
• Follow standard operating procedures (SOPs) and contribute to process improvements.

• Handson experience in IP networks, LAN/WAN technologies.
• Practical knowledge of switching (VLAN, STP, trunking) and routing protocols (OSPF/BGP/EIGRP).
• Basic understanding of Wireless technology (Aruba, Cisco, Rukus)
• Basic understanding of network security concepts (firewalls, VPN, access control)
• Experience in incident management and working with SLA-driven environments.
• Ability to analyze alerts, perform initial troubleshooting, and create detailed incident tickets.
• Strong communication and coordination skills.

• Bachelors degree in Engineering.
• CCNA or Equivalent certification