Enterprise Support Representative

Posiiton: Enterprise Support Representative
Current Job Vacancies: Few
Deadline: 27 August, 2026
Department: Enterprise
Location: Biratnagar

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.

Network Troubleshooting


•  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.

Link Verification & Termination


• 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.

Field Team Support


•  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.

QUALIFICATIONS & REQUIREMENTS

• 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).

Required Skills:

• 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.

Tagged as: Biratnagar