Support Engineer - WAN

Job Description

We are looking to onboard a proactive and motivated L1 WAN Support Engineer to support our client’s global network operations. The ideal candidate should have a foundational understanding of networking concepts , hands-on experience in monitoring network devices , and a strong willingness to work in a 24 / 7 support environment .

The role involves responding to alerts, performing initial troubleshooting, and escalating issues as per SOPs. It offers exposure to enterprise WAN infrastructure, multi-vendor environments, and international connectivity.

Requirements Key Responsibilities :

Perform continuous monitoring of WAN links and network devices using NMS tools.

Respond to alerts, raise and update incident tickets as per SOPs.

Perform basic troubleshooting for WAN-related issues and escalate as per SLA.

Document incidents, actions taken, and escalate unresolved issues to L2 engineers.

Coordinate with ISPs and internal teams for link status, outages, and updates.

Participate in shift handovers, maintain logs, and follow up on pending actions.

Provide first-level support for BGP and routing alerts (under L2 guidance).

Ensure compliance with ticketing and reporting procedures (e.g., ServiceNow).

Must-Have Skills :

Diploma or Bachelor's in Computer Science, IT, or related field.

1–2 years of experience in network operations or IT support.

Basic understanding of Routing & Switching concepts (BGP, OSPF, VLANs).

Familiarity with Cisco / Juniper devices and CLI (basic level).

CCNA Certified (or currently pursuing).

Willingness to work in 24 / 7 rotational shifts.

Strong communication and incident reporting skills.

Benefits

• Health insurance coverage for Self, Spouse, and Kids.
• Long-term benefit savings plan with employer matching contributions
• Opportunities for professional development and advancement within the organization

Requirements

Bachelor's degree in Business Administration, HR, or a related field. 2+ years of experience in office administration or a similar role. Strong organizational and multitasking skills. Excellent verbal and written communication abilities. Proficient in MS Office (Word, Excel, Outlook). Familiarity with insurance coordination and asset management systems is a plus.