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 focuses on rapid escalation handling, network troubleshooting and ensuring service level agreements are met.

Key responsibilities

• Manage all technical escalations from the L1 Support Team, prioritize cases and ensure SLA compliance.
• 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 backbone network (distribution, access layers).
• Verify and terminate network links during activation, migration or issue resolution, documenting all parameters.
• Assist field engineers remotely, providing configuration guidance and link isolation support.
• Escalate complex issues to Network, Server or Development teams and follow up until resolution.

Required profile

• Intermediate education with at least 2 years of relevant experience, or a Bachelor’s degree in IT, Computer Engineering, Electronics & Communication Engineering with a minimum of 1 year experience.
• Relevant certifications such as CCNA, JNCIA or equivalent are preferred.
• Strong understanding of core networking concepts including TCP/IP, routing, switching, VLANs and NAT.
• Own a two‑wheeler and hold a valid driver’s licence.

Required skills

• Troubleshooting routers, switches, firewalls and wireless devices.
• Diagnosing backbone connectivity issues.
• Performing link verification and termination.
• Network troubleshooting across client and backbone environments.