Resident Engineer - Enterprise L1/L2 Support

Company: Jio

Location: Hyderabad / Secunderabad, Telangana, India

Role: Enterprise Resident Engineer_L1/L2 Support

Position: Engineer / Sr. Engineer

Experience: 2-5 years

Contract Duration: 6 Months to 1 year

This role involves providing essential technical support for enterprise clients, focusing on Wi-Fi network solutions. The ideal candidate will be responsible for L1/L2 support at customer locations, ensuring seamless network operations and rapid issue resolution.

Key Responsibilities:

• Perform L1/L2 support at customer locations, managing defined goals and targets.
• Effectively communicate and highlight customer-end issues to their IT teams.
• Drive the resolution of service requests (SRs) within stipulated timelines by coordinating with internal Jio teams (ESOC, ENOC, Field, NHQ).
• Maintain accurate daily, weekly, and monthly reporting of link status to ensure optimal customer link uptime.
• Ensure constant communication and interaction with customer IT/SPOCs regarding all service-related issues and deliveries.
• Perform fault localization (FLT) for Wi-Fi solutions with customer stakeholders.
• Manage and reconcile the open SR pendency report daily with the customer before escalating to stack owners.
• Monitor DC/DR links and escalate internally for quick restoration.
• Handle customer escalations and feedback effectively within defined timeframes.
• Release fault management trackers to customers and internal stakeholders.
• Work within Service Level Agreements (SLAs) and generate monthly/quarterly reports.
• Manage link monitoring and the full lifecycle of fault tickets (FT) across various scenarios.
• Assist Jio teams in optimizing stakeholder management at the customer end.

Required Skills and Attributes:

• Proficiency in Wi-Fi network architecture and topology understanding.
• Solid knowledge of Data and IP layer fundamentals.
• Familiarity with MPLS networks.
• Experience handling large Telecom / ISP enterprise customer networks.
• Knowledge of Wi-Fi Access Points, switches, and controllers.
• Understanding of Wi-Fi 802.11 standards, security protocols, and troubleshooting steps.
• Ability to work with various internal stakeholders to prioritize SR resolution.
• Capacity for faster decision-making in adherence to company guidelines, procedures, and processes.
• Strong coordination skills with Field Teams and internal teams.
• CCNA certification is considered an added advantage.