Customer Support Engineer - L2

Position: On-Call Support Engineer
Work Location: Coimbatore
Languages Required: Tamil, English, Malayalam

Job Summary

We are looking for a dedicated and technically skilled On-Call Support Engineer to provide 24x7 customer and network support for a Class A ISP. The candidate will be responsible for monitoring network services, troubleshooting customer connectivity issues, coordinating with field teams, and ensuring high network availability.

Key Responsibilities

Customer Support
§ Handle customer complaints and service requests via phone, WhatsApp, email, and ticketing systems.
§ Diagnose and resolve broadband, leased line, and enterprise connectivity issues.
§ Provide first-level technical support and escalate complex issues when required.
§ Maintain qualified communication with residential and business customers.

Network Monitoring
§ Monitor network health using NMS and monitoring tools.
§ Identify outages, packet loss, latency, and service degradation.
§ Coordinate with NOC and field engineers for issue resolution.




§ Track and update incident status until closure.
§ Technical Troubleshooting

Troubleshoot:
§ FTTH (Fiber to the Home) connections
§ GPON/EPON networks
§ Wireless links
§ Routers, switches, and ONTs
§ PPPoE authentication issues
§ IP addressing and DNS-related issues
§ Perform basic Mikrotik router diagnostics.
§ Assist customers with router configuration and Wi-Fi troubleshooting.
§ Ticket Management
§ Create, update, and close support tickets.
§ Maintain proper documentation of incidents and resolutions.
§ Ensure SLA compliance for all assigned tickets.

Coordinate with:
§ Field Engineers
§ NOC Team
§ Fiber Maintenance Team
§ Enterprise Support Team
§ Follow escalation procedures during major outages.
§ Required Skills
§ Technical Skills

Basic understanding of:
§ TCP/IP Networking
§ DHCP, DNS, NAT
§ Fiber Optic Networks
§ GPON/EPON Technology
§ Mikrotik Routers
§ VLANs and Switching
§ Ability to use remote s

📌 Customer Support Engineer (Coimbatore)
🏢 Innopay
📍 Coimbatore