Enterprise Support Representative

About the role

This role covers enterprise client support, escalation handling and SLA management, with dedicated attention to Platinum clients. It also includes end-to-end network troubleshooting, link verification and remote support to field engineers.

Key responsibilities

• Handle all technical escalations received from the L1 Support Team and ensure SLA compliance by prioritizing and resolving issues within agreed timelines.
• Monitor and follow up on open cases until they are closed.
• Provide dedicated, priority support to Platinum Clients, with deeper troubleshooting and proactive communication.
• Troubleshoot client networks (routers, switches, last-mile links, on-prem equipment) and the Wlink network (backbone, distribution, access layers), including latency, packet loss, link flaps, routing problems, VLAN issues and service disruptions.
• Verify and validate network links during activation, migration or issue resolution, perform link termination, configuration checks and end-to-end testing, and document link parameters.
• Assist field engineers remotely during onsite troubleshooting, guiding configuration, diagnosis and link isolation.
• Escalate issues to the Network Team, Server Team and Programming/Development Team, and follow up until resolved.

Required profile

• Minimum intermediate education with 2 years of experience, or a Bachelor's degree in IT, Computer Engineering, Electronics and Communication Engineering with at least 1 year of IT-related experience.
• Relevant certifications such as CCNA, JNCIA or equivalent are preferred.
• Own two-wheeler and a valid license.

Required skills

• Strong understanding of core networking concepts (TCP/IP, routing, switching, VLANs, NAT).
• Ability to troubleshoot routers, switches, firewalls, wireless devices and backbone connectivity.
• Good communication skills and ability to handle high-priority customers under pressure.