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 solid 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