Support Specialist

New Era Technology Logo

New Era Technology

πŸ“Remote - India

Summary

Join New Era Technology's global Network Operations team as a Support Specialist (Network Support Engineer) and provide high-quality support for our worldwide production network. Troubleshoot issues, coordinate with field engineers, and ensure operational continuity within a 24x7 network environment. This full-time, permanent, remote position (India) offers expert-level technical support for LAN/WAN networks. You will perform configuration and troubleshooting of wired/wireless devices, routers, and switches, monitor network components, and conduct performance analysis. The role requires collaboration with clients and field engineers for swift issue resolution and adherence to internal communication protocols and security guidelines. New Era Technology offers a supportive, growth-oriented environment with opportunities for learning and career advancement.

Requirements

  • Bachelor’s degree in Computer Science, Electronics, or related field (BSc/BE)
  • CCNA certification is mandatory
  • 2+ years of experience in a NOC or enterprise-level network support environment
  • Strong foundation in networking principles (TCP/IP, Ethernet, routing protocols)
  • Experience working with tools and hardware related to network infrastructure
  • Proficiency in Microsoft Office and remote support tools
  • Strong communication (verbal & written) and interpersonal skills
  • Ability to remain calm and effective under pressure
  • Willingness to work in rotational shifts and in a 24x7 support model

Responsibilities

  • Deliver expert-level technical support for LAN/WAN networks in a global environment
  • Perform configuration and troubleshooting of wired/wireless devices, routers, and switches
  • Monitor network components and conduct performance analysis
  • Troubleshoot protocols such as OSPF, BGP, and SD-WAN (Viptela)
  • Coordinate with service providers for circuit-related issues, including raising and following up on tickets
  • Collaborate with clients and field engineers to ensure swift issue resolution
  • Apply change management procedures for network updates and changes
  • Maintain accurate documentation of client interactions and network events
  • Participate in shift-based operations and support 24x7x365 coverage including weekends and holidays
  • Escalate critical incidents and communicate proactively with stakeholders
  • Demonstrate initiative in improving processes and team collaboration
  • Adhere to internal communication protocols, customer service standards, and security guidelines

Preferred Qualifications

Familiarity with Cisco Meraki devices is a plus

Benefits

  • A permanent position with a leading global technology company
  • Remote work flexibility
  • Exposure to a global network support environment
  • Opportunities for learning, growth, and career advancement
  • Inclusive and collaborative work culture

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