Role Summary: Front-line Tier 2 engineer providing pre-migration consultation, readiness validation, and network/ISP troubleshooting for agent offices, with full case ownership in Service Now. Engineers in this role also own SOP/knowledge-article development and Help Desk enablement work that underpins the shift-left roadmap, and serve as backup escalation support for the ACI Support Lead. Key Responsibilities:conduct pre-migration consultations and educate agents on the ACI migration process and office network readiness;perform Tier 2 troubleshooting strictly within network/ISP scope (VPN connectivity, Wi-Fi, internet connectivity, routers and switches);gather office network/topology information live during agent consultation calls, since State Farm does not maintain per-office topology maps;hand off peripheral-device issues (printers, scanners, laptops) to WG5411 once the network path is confirmed positive, and hand off deeper infrastructure issues to VPN/Network/Migration teams;own cases end-to-end in Service Now,



including follow-up until resolution or appropriate transition;deliver proactive consultations for complex/larger offices as scheduled;convert recurring case patterns into formal SOPs and knowledge articles for both the ACI team and the Help Desk, and design/deliver Help Desk shadowing/training sessions on the most common ACI FAQs and readiness questions;track and refine the list of items being shifted left to Help Desk, in coordination with the ACI Support Lead;serve as a secondary escalation point and backup for the ACI Support Lead when unavailable. Required Skills & Qualifications:solid understanding of TCP/IP, DNS, DHCP, VPN concepts, Wi-Fi, routers, and switches;comfortable troubleshooting basic Windows networking and guiding non-technical users through configuration steps;strong verbal and written communication skills with a customer-service orientation for non-technical, sometimes frustrated end users;experience with an ITSM/ticketing platform (Serv

📌 Network Engineer (Hyderabad)
🏢 HTC Global Services
📍 Hyderabad