Job Description
Position: Japanese - Network Support
nLocation: Chennai
nDuration: Contract to Hire
n

nJob Description:
n'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.
n

nKey Responsibilities:
n· Provide Level 2 support for network and connectivity services.
n· Troubleshoot and resolve customer issues escalated from Tier 1 & Tier 2 support.
n· Handle inbound customer calls, ticket creation, updates, and case management.
n· Perform fault isolation, root cause analysis, and service restoration.
n· Maintain proactive customer communication and ensure timely resolution.
n· Collaborate with internal teams, vendors, and customers during incident management.




n· Meet SLA targets while delivering high levels of customer satisfaction.
nRequired Skills:
nThe resource should be fluent in both Japanese and English
n· Strong knowledge of LAN, WAN, WLAN, SD-WAN, VPN, Routing & Switching.
n· Hands-on experience with TCP/IP, DNS, HTTP/HTTPS, ICMP, and Internet technologies.
n· Excellent troubleshooting, analytical, and customer-facing communication skills.
n· Experience working in a NOC, Service Assurance, or Managed Network Services environment.
nCustomer Expectations:
n· Inbound call handling
n· Ticket creation and status updates
n· Troubleshooting and resolution support
n· BU-assigned case management
n· Proactive customer communication and SLA adherence
n

nExperience: 3–6 years in Network Operations, Service Assurance, or Technical Support roles.
n

nSupport Environment Overview:
n• Support Volume: Approximately tickets per month Japan: 1000
n• SLA Commitments:
n- Ticket Pickup: 5 minute

📌 Japanese Language Support @ Chennai (Tamil Nadu)
🏢 Quess IT Staffing
📍 Tamil Nadu