Network Analyst : A Level 1s (L1) Network Engineer acts as the initial point of contact for technical support, responsible for monitoring network performance, troubleshooting basic issues, and configuring devices. This entry-level role (0-2+ years’ experience) ensures network up time, handles incident ticketing systems, and escalates complex issues to L2/L3 teams.
Good understanding of Network Infrastructure. • Network Monitoring & Surveillance: Monitoring network health, links, and devices (routers, switches, firewalls) 24/7 to ensure high availability. • Ticket Handling: Responding to, documenting, and resolving technical support tickets within SLA (Service Level Agreement) times. • Basic Troubleshooting: Identifying and resolving issues related to LAN/WAN, internet connectivity, VPN, and IP addressing. • Device Configuration: Assisting with basic configuration, provisioning, and troubleshooting of network hardware. • Incident Management: Taking ownership of issues, troubleshooting via remote tools, and escalating, if necessary, to higher-level engineers. • Documentation: Creating and maintaining network diagrams, operating procedures (SOPs/MOPs), and asset tracking.
Networking Fundamentals: Strong knowledge of TCP/IP, DNS, DHCP, VLANs, and routing protocols. • Technical Aptitude: Familiarity with Cisco or similar network vendor technologies. • Access Switches (Cisco / Aruba / Juniper), Wireless Access Points, VLAN basics, MAC address, PoE concepts • Tools: SNMP, basic CLI, ticketing systems, Zabbix tool, SolarWinds • ITIL process awareness • Experience: Generally, 0–2 years in a NOC or technical support environment. • Communication: Excellent verbal and written English skills for customer interaction. • Education: Bachelor’s degree in information technology, Computer Science, or equivalent experience/certifications (e.g., CCNA). Common Tools • Monitoring tools (e.g., SolarWinds, Wireshark, Nagios, Zabbix). • Ticketing systems (e.g., Jira, ServiceNow). • Remote management tools (e.g., VPN, SSH clients).
Standard Support Model: Weekday coverage during standard business hours. • Flexible to work 24x7 Shift Support Model: Rotational shifts (night, weekend, and holiday coverage) as per site/business need. • Flexible working during weekend in case any requirement
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