Helpdesk Executive (Office)

Job Description (Overview)

An ISP L1 & L2 Executive is responsible for monitoring, troubleshooting, and maintaining network infrastructure to ensure uninterrupted internet services.

L1 Support focuses on first-level troubleshooting and customer handling

L2 Support handles deeper technical issues, escalations, and advanced diagnostics

The role involves working in a Network Operations Center (NOC) or technical support team.

Responsibilities

Level 1 (L1 Support)

Monitor network alerts and tickets

Provide basic troubleshooting for connectivity issues

Respond to customer complaints (internet downtime, slow speed, etc.)

Log incidents and escalate unresolved issues to L2

Perform basic checks (router reboot, configuration verification)

Maintain ticketing system updates

Level 2 (L2 Support)

Handle escalated technical issues from L1

Diagnose network problems (routing, switching, bandwidth issues)

Configure and troubleshoot routers, switches, and firewalls

Analyze logs and network performance metrics

Coordinate with vendors / field engineers

Perform root cause analysis (RCA)

Implement fixes and preventive measures

Education

Minimum qualification: 12th pass

Preferred: Hardware & Networking Certifications such as A+, N+ or CCNA.

Technical Skills

Basic to advanced knowledge of networking concepts:

TCP/IP, DNS, DHCP

Routing & Switching

VLANs, IP addressing

Familiarity with network devices (Cisco, Juniper, etc.)

Experience with monitoring tools and ticketing systems

For L2: deeper knowledge of routing protocols (OSPF, BGP preferred)

Soft Skills

Good communication skills (customer interaction for L1)

Problem-solving and analytical thinking

Ability to work in shifts (24/7 operations)

Team collaboration

Experience

L1: 0–2 years (freshers can apply)

L2: 2–3 years in network support or ISP environment

Career Path

L1 Support → L2 Engineer → L3 / Network Engineer → Network Architect / NOC Manager

Pay & Benefits

Monthly CTC: ₹10,000 – ₹15,000 (based on candidate’s knowledge and experience)

Full family ESIC coverage

Additional performance-based incentives

• इस फुल टाइम ग्राहक सहायता / टेलीकॉलर Job में 0 - 3 वर्षो का अनुभव वाले उम्मीदवारों की जरुरत है।