Job Summary
The Level 1 Network Support Engineer is responsible for providing first-line technical support for network-related incidents, service requests, and operational issues. The role focuses on monitoring network availability, performing basic troubleshooting, coordinating with senior engineers, and ensuring timely ticket resolution in line with defined service level agreements. Key Responsibilities Monitor LAN, WAN, wireless, VPN, and internet connectivity using network monitoring tools. Respond to network alerts, incidents, and service requests within defined SLA timelines. Perform first-level troubleshooting for connectivity, latency, packet loss, DNS, DHCP, VLAN, routing, switching, and firewall-related issues. Log, categorize, prioritize, and update tickets accurately in the ITSM tool. Escalate unresolved or complex issues to L2/L3 network engineers with clear troubleshooting notes and evidence. Assist with basic configuration checks on routers, switches, wireless access points, and network devices under guidance. Coordinate with telecom carriers, internet service providers, vendors, and internal support teams for issue resolution. Support routine network health checks, device availability checks, backup verification, and basic maintenance activities. Maintain network documentation, incident records, shift handover notes, and standard operating procedures. Provide remote support to users and site teams for network access and connectivity issues. Required Technical Skills Basic understanding of networking concepts including TCP/IP, OSI model, subnetting, VLANs, routing, switching, DNS, DHCP, NAT, and VPN. Working knowledge of routers, switches, firewalls, wireless access points, and network monitoring tools. Ability to perform basic troubleshooting using ping, traceroute, nslookup, ipconfig/ifconfig, telnet, SSH, and packet-level observations. Familiarity with ITSM tools such as ServiceNow, Remedy, Jira Service Management, or similar ticketing platforms. Basic understanding of network security principles, access controls, and incident escalation procedures. Awareness of enterprise network operations, change management, and incident management processes. Required Professional Skills Strong problem-solving and analytical thinking skills. Good verbal and written communication skills for ticket updates, user interaction, and shift handovers. Ability to work in a 24x7 support environment, including rotational shifts and weekends if required. Customer-focused mindset with attention to detail and urgency in issue resolution. Ability to follow standard operating procedures and escalate issues at the right time. Willingness to learn advanced networking technologies and support practices. Education and Experience Bachelor’s degree, diploma, or equivalent qualification in Computer Science, Information Technology, Electronics, Telecommunications, or a related field. 0–2 years of experience in network support, NOC operations, IT infrastructure support, or technical helpdesk support. Fresh graduates with strong networking fundamentals may also be considered. Preferred Certifications Cisco Certified Network Associate (CCNA) – preferred ITIL Foundation – preferred Vendor-specific fundamentals certification in firewall, wireless, or cloud networking technologies is an added advantage. Tools and Technologies Network monitoring tools such as SolarWinds, PRTG, Zabbix, Nagios, Cisco Prime, or similar platforms. Ticketing and ITSM tools such as ServiceNow, Remedy, or Jira Service Management. Remote access and diagnostic tools used for enterprise infrastructure support. Basic exposure to Cisco, Juniper, Fortinet, Palo Alto, Aruba, Meraki, or equivalent network devices is desirable. Key Performance Indicators Incident response and resolution within SLA. Accuracy and completeness of ticket documentation. Timely escalation of unresolved or high-impact incidents. Network monitoring effectiveness and alert handling quality. Q
Key Responsibilities
Required Technical Skills Basic understanding of networking concepts including TCP/IP, OSI model, subnetting, VLANs, routing, switching, DNS, DHCP, NAT, and VPN. Working knowledge of routers, switches, firewalls, wireless access points, and network monitoring tools. Ability to perform basic troubleshooting using ping, traceroute, nslookup, ipconfig/ifconfig, telnet, SSH, and packet-level observations. Familiarity with ITSM tools such as ServiceNow, Remedy, Jira Service Management, or similar ticketing platforms. Basic understanding of network security principles, access controls, and incident escalation procedures. Awareness of enterprise network operations, change management, and incident management processes. Required Professional Skills Strong problem-solving and analytical thinking skills. Good verbal and written communication skills for ticket updates, user interaction, and shift handovers. Ability to work in a 24x7 support environment, including rotational shifts and weekends if required. Customer-focused mindset with attention to detail and urgency in issue resolution. Ability to follow standard operating procedures and escalate issues at the right time. Willingness to learn advanced networking technologies and support practices. Education and Experience Bachelor’s degree, diploma, or equivalent qualification in Computer Science, Information Technology, Electronics, Telecommunications, or a related field. 0–2 years of experience in network support, NOC operations, IT infrastructure support, or technical helpdesk support. Fresh graduates with strong networking fundamentals may also be considered. Preferred Certifications Cisco Certified Network Associate (CCNA) – preferred ITIL Foundation – preferred Vendor-specific fundamentals certification in firewall, wireless, or cloud networking technologies is an added advantage. Tools and Technologies Network monitoring tools such as SolarWinds, PRTG, Zabbix, Nagios, Cisco Prime, or similar platforms. Ticketing and ITSM tools such as ServiceNow, Remedy, or Jira Service Management. Remote access and diagnostic tools used for enterprise infrastructure support. Basic exposure to Cisco, Juniper, Fortinet, Palo Alto, Aruba, Meraki, or equivalent network devices is desirable. Key Performance Indicators Incident response and resolution within SLA. Accuracy and completeness of ticket documentation. Timely escalation of unresolved or high-impact incidents. Network monitoring effectiveness and alert handling quality. Quality of shift handover and operational documentation. User satisfaction and communication effectiveness. Work Environment This role may require working in a Network Operations Center or enterprise IT support environment with rotational shifts, weekend coverage, and on-call support based on business needs. The engineer will collaborate closely with L2/L3 network teams, security teams, service desk teams, vendors, and business stakeholders.
Skill Requirements
Required Technical Skills Basic understanding of networking concepts including TCP/IP, OSI model, subnetting, VLANs, routing, switching, DNS, DHCP, NAT, and VPN. Working knowledge of routers, switches, firewalls, wireless access points, and network monitoring tools. Ability to perform basic troubleshooting using ping, traceroute, nslookup, ipconfig/ifconfig, telnet, SSH, and packet-level observations. Familiarity with ITSM tools such as ServiceNow, Remedy, Jira Service Management, or similar ticketing platforms. Basic understanding of network security principles, access controls, and incident escalation procedures. Awareness of enterprise network operations, change management, and incident management processes. Required Professional Skills Strong problem-solving and analytical thinking skills. Good verbal and written communication skills for ticket updates, user interaction, and shift handovers. Ability to work in a 24x7 support environment, including rotational shifts and weekends if required. Customer-focused mindset with attention to detail and urgency in issue resolution. Ability to follow standard operating procedures and escalate issues at the right time. Willingness to learn advanced networking technologies and support practices. Education and Experience Bachelor’s degree, diploma, or equivalent qualification in Computer Science, Information Technology, Electronics, Telecommunications, or a related field. 0–2 years of experience in network support, NOC operations, IT infrastructure support, or technical helpdesk support. Fresh graduates with strong networking fundamentals may also be considered. Preferred Certifications Cisco Certified Network Associate (CCNA) – preferred ITIL Foundation – preferred Vendor-specific fundamentals certification in firewall, wireless, or cloud networking technologies is an added advantage. Tools and Technologies Network monitoring tools such as SolarWinds, PRTG, Zabbix, Nagios, Cisco Prime, or similar platforms. Ticketing and ITSM tools such as ServiceNow, Remedy, or Jira Service Management. Remote access and diagnostic tools used for enterprise infrastructure support. Basic exposure to Cisco, Juniper, Fortinet, Palo Alto, Aruba, Meraki, or equivalent network devices is desirable. Key Performance Indicators Incident response and resolution within SLA. Accuracy and completeness of ticket documentation. Timely escalation of unresolved or high-impact incidents. Network monitoring effectiveness and alert handling quality. Quality of shift handover and operational documentation. User satisfaction and communication effectiveness. Work Environment This role may require working in a Network Operations Center or enterprise IT support environment with rotational shifts, weekend coverage, and on-call support based on business needs. The engineer will collaborate closely with L2/L3 network teams, security teams, service desk teams, vendors, and business stakeholders.
Other Requirements
NA