Enterprise Support Representative

About the role

We are looking for an Enterprise Support Representative to provide high‑level technical assistance to our Platinum clients and internal teams. The role involves troubleshooting complex network issues, ensuring SLA compliance, and coordinating escalations across multiple departments.

Key responsibilities

• Manage technical escalations from the L1 Support Team, prioritising and resolving issues within agreed SLA timelines.
• Deliver dedicated support to Platinum clients, performing deep troubleshooting and proactive communication.
• Conduct end‑to‑end network troubleshooting on client networks (routers, switches, last‑mile links) and on the company backbone (distribution, access layers).
• Verify and terminate network links during activations, migrations or issue resolution, including configuration checks and end‑to‑end testing.
• Assist field engineers remotely, providing guidance on configuration, diagnosis and link isolation.
• Escalate complex problems to Network, Server, or Development teams and follow up until resolution.

Required profile

• Minimum Intermediate education with at least 2 years of relevant experience, or a Bachelor’s degree in IT, Computer Engineering, Electronics & Communication Engineering with at least 1 year of experience.
• Relevant certifications such as CCNA or JNCIA are preferred.
• Strong understanding of core networking concepts (TCP/IP, routing, switching, VLANs, NAT).
• Excellent communication skills and ability to work under pressure with high‑priority customers.
• Must own a two‑wheeler and hold a valid driver’s licence.

Required skills

• Network troubleshooting (routers, switches, firewalls, wireless devices, backbone connectivity).
• TCP/IP, routing, switching, VLANs, NAT.
• Link verification and termination.
• SLA management and escalation handling.
• Remote assistance for field engineers.