Technical Support Executive

Masterline offers a broad portfolio including SIM cards, feature phones, smartphones, POS devices, CPEs, and digital engagement solutions, supported by strong supply chain management. With a significant presence across the Pacific Islands and African subcontinents and a focus on state-of-the-art technologies, Masterline provides a dynamic environment for professionals interested in telecom and device solutions.

Role Description

Masterline is looking for a Technical Support Executive with knowledge of networking and data communication devices, including routers, Optical Network Terminals (ONTs), fibre-optic connectivity, and related networking equipment. The candidate will assist customers and internal teams with technical queries, troubleshooting, product configuration, and maintaining technical documentation and knowledge bases.

Key Responsibilities

• Device Technical Support: Provide technical support for routers, ONTs, fibre-optic equipment, and other data communication devices.
• Troubleshooting: Diagnose and resolve connectivity issues, device configuration problems, network interruptions, and hardware-related faults.
• Networking Knowledge: Understand basic networking concepts, including IP addressing, LAN/WAN, DHCP, DNS, Wi-Fi, and fibre-optic connectivity.
• ONT & Router Configuration: Assist with device setup, configuration, reset procedures, firmware updates, and connectivity testing.
• Fibre-Optic Support: Understand fibre basics, optical connectivity, common fibre-related issues, and basic troubleshooting of optical network devices.
• Customer Support: Respond to technical queries from customers, dealers, and internal teams through calls, emails, or other support channels.
• Knowledge Base Management: Create and maintain troubleshooting guides, FAQs, product manuals, configuration instructions, and technical support documentation.
• Issue Escalation: Identify complex hardware or network issues and coordinate with the relevant technical team for resolution.
• Product Knowledge: Develop a thorough understanding of Masterline's product portfolio, specifications, features, and installation procedures.
• Technical Records: Maintain support tickets, document resolutions, and track recurring technical issues to improve support efficiency.

Required Skills & Qualifications

• Diploma or bachelor's degree in Electronics, Telecommunications, Computer Science, IT, or a related field.
• Basic to intermediate knowledge of routers, ONTs, fibre-optic equipment, and networking devices.
• Understanding of networking fundamentals such as TCP/IP, LAN, WAN, DHCP, DNS, and Wi-Fi.
• Ability to read product manuals, technical specifications, and troubleshooting documentation.
• Good analytical and problem-solving skills.
• Strong verbal and written communication skills.
• Willingness to learn new products, technologies, and troubleshooting procedures.

Preferred Qualifications

• Experience in technical support for telecom, ISP, networking, or data communication products.
• Familiarity with GPON/EPON technology, PON networks, optical power levels, and fibre-optic connectivity.
• Exposure to network configuration tools, device management interfaces, or basic command-line troubleshooting.
• Experience preparing technical documentation or maintaining a product knowledge base.

Experience

• Freshers with relevant technical knowledge may apply.
• Candidates with 1–3 years of experience in networking, telecom, ISP support, or data communication devices will be preferred.

Ideal Candidate

A technically inclined individual who enjoys diagnosing device and connectivity issues, learning networking technologies, assisting customers, and building structured technical knowledge resources.

Location

On site in Chandigarh. Local candidate preferred.