Enterprise Support Representative
WorldLink Communications
Date: 7 hours ago
City: Remote
Contract type: Full time
Remote
Escalation & SLA Management
- Handle all technical escalations forwarded by the L1 Support Team.
- Ensure SLA compliance by prioritizing and resolving issues within agreed timelines.
- Monitor and follow up on open cases until closure. Platinum Client Support
- Provide dedicated and priority support to Platinum Clients.
- Conduct deeper troubleshooting and proactive communication to ensure smooth service delivery.
- Perform end-to-end network troubleshooting for:
- Client Networks (routers, switches, last-mile links, on-prem equipment).
- Wlink Network (backbone, distribution, access layers).
- Identify and resolve issues such as latency, packet loss, link flaps, routing problems, VLAN issues, and service disruptions.
- Verify and validate network links during activation, migration, or issue resolution.
- Perform link termination, configuration checks, and end-to-end testing.
- Ensure proper documentation of link parameters and updates.
- Assist Field Engineers remotely during onsite troubleshooting.
- Provide guidance for configuration, diagnosis, or link isolation when required. Cross-Team Escalation
- Escalate issues to:
- Network Team for backbone/routing/core issues.
- Server Team for hosting, AAA, authentication, or service-related problems.
- Programming/Development Team for application or integration-related faults.
- Follow up proactively until resolution.
- Minimum Intermediate completed with 2 years of experience or Bachelor’s Degree in IT, Computer Engineering, Electronics and Communication Engineering with minimum 1 year of experience in IT related field.
- Relevant certifications (preferred): CCNA, JNCIA, or equivalent.
- Must have Strong understanding of core networking concepts (TCP/IP, routing, switching, VLANs, NAT).
- Ability to troubleshoot routers, switches, Firewalls, wireless devices, and backbone connectivity.
- Good communication skills and ability to handle high-priority customers.
- Ability to work under pressure and handle priority customers.
- Must have own two- wheeler and valid license.
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