Customer Support Engineer L2

Customer Support Engineer - L2

Position: On-Call Support Engineer

Work Location: Coimbatore

Languages Required: Tamil, English, Malayalam

Job Summary

We are looking for a dedicated and technically skilled On-Call Support Engineer to provide 24x7 customer and network support for a Class A ISP. The candidate will be responsible for monitoring network services, troubleshooting customer connectivity issues, coordinating with field teams, and ensuring high network availability.

Key Responsibilities

Customer Support

§ Handle customer complaints and service requests via phone, WhatsApp, email, and ticketing systems.

§ Diagnose and resolve broadband, leased line, and enterprise connectivity issues.

§ Provide first-level technical support and escalate complex issues when required.

§ Maintain professional communication with residential and business customers.

Network Monitoring

§ Monitor network health using NMS and monitoring tools.

§ Identify outages, packet loss, latency, and service degradation.

§ Coordinate with NOC and field engineers for issue resolution.

§ Track and update incident status until closure.

§ Technical Troubleshooting

Troubleshoot:

§ FTTH (Fiber to the Home) connections

§ GPON/EPON networks

§ Wireless links

§ Routers, switches, and ONTs

§ PPPoE authentication issues

§ IP addressing and DNS-related issues

§ Perform basic Mikrotik router diagnostics.

§ Assist customers with router configuration and Wi-Fi troubleshooting.

§ Ticket Management

§ Create, update, and close support tickets.

§ Maintain proper documentation of incidents and resolutions.

§ Ensure SLA compliance for all assigned tickets.

Coordinate with:

§ Field Engineers

§ NOC Team

§ Fiber Maintenance Team

§ Enterprise Support Team

§ Follow escalation procedures during major outages.

§ Required Skills

§ Technical Skills

Basic understanding of:

§ TCP/IP Networking

§ DHCP, DNS, NAT

§ Fiber Optic Networks

§ GPON/EPON Technology

§ Mikrotik Routers

§ VLANs and Switching

§ Ability to use remote support tools.

Communication Skills

§ Fluent in:

§ Tamil

§ English

§ Malayalam

§ Strong customer handling and problem-solving skills.

§ Ability to remain calm under pressure.

Educational Qualification

Diploma / Bachelor's Degree in: Networking /Computer Science /Information Technology

Electronics & Communication

Freshers with strong networking knowledge may apply.

Experience

§ 0–3 Years in ISP, NOC, Helpdesk, or Technical Support.

§ Experience in FTTH or ISP operations is an added advantage.

Work Schedule

§ Rotational shifts.

§ On-call availability during weekends, holidays, and network emergencies.

§ Ability to work remotely when required.

Preferred Experience

§ Experience with Mikrotik RouterOS.

§ Experience with ISP ticketing systems.

§ Understanding of BGP, OSPF, and routing concepts (preferred but not mandatory).

§ Knowledge of Linux systems is a plus.