Enterprise Support Representative

About the role

This role covers escalation and SLA management, platinum client support, network troubleshooting and field team support. It handles technical escalations from the L1 team, ensures SLAs are met, supports premium clients and works with field engineers remotely.

Key responsibilities

• Handle all technical escalations 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, giving guidance on configuration, diagnosis or link isolation.
• Escalate issues to the Network Team, Server Team and Programming/Development Team and follow up until resolved.

Required profile

• Minimum intermediate completed 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 preferred.
• Own two-wheeler and a valid license.

Required skills

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