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.