JOB OPPORTUNITY

Position: Enterprise Support Representative ( VAS)
Current Job Vacancies: 5
Deadline: 20 February, 2026
Department: Enterprise
Location: Enterprise Branch

SKILLS & RESPONSIBILITIES

Proactively monitor customer circuits and network services on a 24×7 shift basis and respond promptly to any issues or outages.
Handle inbound and outbound customer service calls, providing timely and effective technical support.
Proactively monitor IPLC links, Nagios, and other network monitoring systems to ensure service availability and performance.
Perform remote troubleshooting and coordinate field visits when required to resolve customer-reported issues.
Initiate appropriate actions in response to customer requests and communicate changes to relevant teams, branches, and offices nationwide.
Follow up on issues and escalate to concerned teams or departments to ensure timely resolution and customer satisfaction.
Manage and follow up on all customer support tickets, including during off-hours, weekends, and public holidays.
Monitor real-time system performance, analyze alerts, and respond quickly to incidents to minimize service impact.
Identify recurring or major issues affecting multiple customers and escalate to the Team Leader, support teams, sales, or resolver groups as required.
Maintain daily task reports, incident logs, and assist in updating technical documentation and SOPs.
Ensure proper communication with customers regarding issue status, progress, and resolution.
Follow company policies, procedures, and security guidelines while performing operational tasks.
Perform any other duties assigned by the supervisor or management.

QUALIFICATIONS & REQUIREMENTS

Bachelor’s Degree in any discipline with 2+ years of experience in support function.
Experience with a diverse range for Monitoring Suites not limited to Nagios & Cacti
Good problem management, troubleshooting and analytical skills.
Highly motivated and able to meet scheduled deadlines in a fast-paced, service-driven environment.
Proven strong customer service oriented.
Willingness to undertake additional projects and responsibilities.
Flexibility with working hours (On / Off hours as required)
Willing to visit customers extensively (for meetings & troubleshoot)
Ability to communicate and engage effectively, verbally and in writing, in English with customers and colleagues.
Should have Two wheeler.