Quess Corp Limited
Website:
quesscorp.com
Job details:
Hi,
Role Summary: 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 strong 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
If interested, please share resume at deepika.eaga@quesscorp.com
Click on Apply to know more.