Customer Support Engineer L2: On-Call Support Engineer

Position

On-Call Support Engineer

Work Location

Coimbatore

Languages Required

Tamil, English, Malayalam

Communication Skills

Fluent in: 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.

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.

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.

How to Apply

Please send your resume detailing your relevant experience and why you are a good fit for this role to hr@innolensmedia.com & Whatsapp: 9108510751.

Note

We prefer candidates who can join immediately and are located in Coimbatore.

Pay

₹100,000.00 - ₹360,000.00 per year

Benefits

Provident Fund

Work Location

In person