TAC Engineer – Level 1

About the role

Cybernet is looking for motivated individuals to join its Managed Services team as a Level‑1 Technical Assistance Center (TAC) Engineer. You will provide first‑line technical support to corporate clients, helping them resolve network and connectivity issues across a range of internet access technologies.

Key responsibilities

• Respond to client queries via phone and email, delivering timely and effective technical assistance.
• Troubleshoot and resolve issues related to Customer Premises Equipment (routers, switches) and various access technologies (DSL, VSAT, Fiber, WiMAX, GPON, RF).
• Log and manage incident tickets, ensuring clear communication with stakeholders and adherence to SLA timelines.
• Diagnose connectivity problems involving GPON, RF P2P/P2MP, Metro Fiber, Dark Core, 3G/4G LTE, and email services.
• Collaborate with Network Operations, Engineering, and Fiber Optics teams to escalate and resolve complex or last‑mile issues.
• Monitor network performance proactively and document support interactions in the ticketing system.
• Participate in training sessions and team meetings to share knowledge and improve processes.

Required profile

• Bachelor’s degree in Telecommunications, Electronics, Networking, Computer Engineering or Computer Science (minimum CGPA 3.0).
• CCNA training or certification is preferred.
• Fresh graduates or candidates with 1‑2 years of relevant experience.
• Willingness to work an 8‑hour rotational shift schedule.

Required skills

• Strong understanding of OSI layers and TCP/IP protocols.
• Fundamentals of switching and routing.
• Proficiency in Linux and virtual machine environments.
• Basic knowledge of network security principles.
• Familiarity with email protocols (SMTP, IMAP, POP3) and internet services (DNS, DHCP).