Network Engineer - Customer Support And Field

Job Title: Network Engineer - Customer Support & Field

Location 1: Delhi NCR

Location 2: Bangalore

Work Mode: [Onsite]
Shift Timing: Rotational Shifts
Shift: 9.30 AM to 6:30 PM

Why Join Us?

This isn't just another job; it's a career-building opportunity. As part of our Network Implementation team, you will get hands-on exposure to enterprise-level networking and monitoring at Grade A level.

• Opportunity to work on ISP and enterprise network infrastructure
• Exposure to multiple networking technologies and vendors
• Hands-on experience with customer connectivity and field deployments
• Opportunity to grow into NOC, Network Operations, Senior Network Engineer, or Network Administrator roles

Role Overview:

We are looking for a Network Engineer - Customer SERVICE DELIVERY to join our Network Operations team. The candidate will handle customer network issues, troubleshoot Internet/ILL/P2P connectivity, coordinate with NOC and field teams, and support new link installations and commissioning at customer premises.

The ideal candidate should have good networking fundamentals, troubleshooting skills, customer-handling ability, and willingness to visit customer locations whenever required for installation, testing, and restoration activities.

Key Responsibilities

Customer Support & Network Troubleshooting

• Handle customer complaints related to Internet, ILL, DIA, P2P, and other connectivity services on site with help from Allied NOC.
• Troubleshoot network connectivity, packet loss, latency, routing, and bandwidth-related issues on site with help from Allied NOC.
• Perform troubleshooting using Ping, Traceroute, MTR, ARP, and other network diagnostic tools.
• Check customer routers, switches, CPE, media converters, and other network devices on site with help from Allied NOC.
• Coordinate with NOC/TAC teams for complex network issues.
• Coordinate with upstream providers and last-mile partners for service restoration.
• Follow up on open incidents until complete resolution.
• Maintain proper site visit and incident documentation.

New Link Installation & Field Operations

• Visit customer premises for new link implementation and commissioning.
• Coordinate with the customer/onsite team for site access and installation activities.
• Conduct site surveys and identify suitable locations/routes for network equipment and last-mile connectivity.
• Coordinate with fiber/last-mile teams for cable installation and termination.
• Install, configure, and test customer-end network equipment.
• Perform fiber/Ethernet link testing and verify connectivity.
• Coordinate with the NOC for IP configuration, routing, and service activation.
• Complete end-to-end testing of newly installed links.
• Ensure the new link meets the required bandwidth, latency, and connectivity parameters.
• Prepare installation/commissioning details and obtain customer confirmation or handover.
• Support field troubleshooting during link outages whenever required.

Network Operations

• Monitor assigned customer links and proactively identify connectivity issues.
• Check primary and secondary/backup link status.
• Support failover and redundancy testing.
• Assist in configuration and troubleshooting of MikroTik, Huawei, Cisco, Juniper, and FortiGate devices.
• Maintain customer circuit, IP, and network configuration records.
• Follow the defined escalation matrix and SLA requirements.
• Participate in planned maintenance and network migration activities.

Required Technical Skills

• Strong understanding of TCP/IP and networking fundamentals
• Bandwidth and performance troubleshooting
• Ping, Traceroute, and MTR troubleshooting
• Basic understanding of network monitoring systems

Equipment / Technology Exposure

Experience with any of the following will be an advantage:

• MikroTik
• Huawei
• Cisco
• Juniper
• FortiGate
• Managed switches
• Customer-premises routers/CPE
• Fiber/Ethernet equipment

Candidate Requirements

• Diploma / Bachelor's degree in Computer Science, IT, Electronics, Telecommunications or related field.
• 14 years of experience in ISP, Telecom, NOC or Network Support.
• Good understanding of enterprise Internet/telecom services.
• Good troubleshooting and analytical skills.
• Good communication and customer-handling skills.
• Willingness to travel/visit customer sites for installation and troubleshooting.
• Ability to work independently as well as with NOC and field teams.
• Willingness to work in 247 rotational shifts.

Key Performance Indicators (KPIs)

• Customer issue resolution within SLA
• First-level resolution rate
• Ticket response and closure time
• Successful new link installation and commissioning
• Accuracy of troubleshooting
• Customer satisfaction
• Timely outage updates and follow-ups
• Quality of installation and documentation

Employment Details:

• Type: Full-time (Monday to Saturday)- Rotational morning and afternoon shifts
  
• Location: Delhi / NCR | Bengaluru