Job Description

Position: Japanese - Network Support Location: Chennai Duration: Contract to Hire Job Description: 'Service Assurance Support Engineer (L2) responsible for providing advanced technical support and troubleshooting for enterprise networking services, including SD-WAN, VPN, Anira, NCR Speed, and Enterprise Network Infrastructure. The role requires robust expertise in LAN, WAN, WLAN, SD-WAN, TCP/IP, DNS, HTTP, and ICMP, with the ability to diagnose network issues, restore services, and ensure SLA compliance. Key Responsibilities: · Provide Level 2 support for network and connectivity services. · Troubleshoot and resolve customer issues escalated from Tier 1 & Tier 2 support. · Handle inbound customer calls, ticket creation, updates, and case management. · Perform fault isolation, root cause analysis, and service restoration. · Maintain proactive customer communication and ensure timely resolution. · Collaborate with internal teams, vendors, and customers during incident management. · Meet SLA targets while delivering high levels of customer satisfaction. Required Skills: The resource should be fluent in both Japanese and English · Strong knowledge of LAN, WAN, WLAN,



SD-WAN, VPN, Routing & Switching. · Hands-on experience with TCP/IP, DNS, HTTP/HTTPS, ICMP, and Internet technologies. · Excellent troubleshooting, analytical, and customer-facing communication skills. · Experience working in a NOC, Service Assurance, or Managed Network Services environment. Customer Expectations: · Inbound call handling · Ticket creation and status updates · Troubleshooting and resolution support · BU-assigned case management · Proactive customer communication and SLA adherence Experience: 3–6 years in Network Operations, Service Assurance, or Technical Support roles. Support Environment Overview: • Support Volume: Approximately tickets per month Japan: 1000 • SLA Commitments: - Ticket Pickup: 5 minutes - Active Engagement: 45 minutes • Services Supported: - SD-WAN - VPN - Anira - NCR Speed - Enterprise Network Infrastructure • Customer Expectations: - Inbound call handling - Ticket creation and status updates - Troubleshooting and resolution support - BU-assigned case management

📌 Japanese Language Support @ Chennai
🏢 Quess IT Staffing
📍 Chennai