About Epicenter
For 25 years, Epicenter has been at the forefront of the Technology & Business Process Management industry, driven by a single belief: happy employees deliver exceptional results. Here you’ll find a career built on innovation, led by seasoned experts with over two decades of experience. Our commitment to our team is the secret behind our lasting success and the reason we’re trusted by global clients.
Ready to be part of a team where your happiness is a priority, and your work truly makes an impact? Join Epicenter.
About the job
The L1 Network Engineer will be responsible for providing first-level support for the organization’s network infrastructure. The role focuses on monitoring, troubleshooting, and resolving basic network-related issues to ensure uninterrupted connectivity and availability of IT services.
The incumbent will work closely with senior network engineers and other IT teams to escalate complex issues, follow standard operating procedures, and maintain network stability in line with defined service levels.
Location/Hours
Mumbai/Flexibility required for rotational shifts, on-call support, or extended hours during incidents or maintenance activities.
Job Responsibilities / Expectations
- Monitor network infrastructure using standard monitoring tools and respond to alerts and incidents.
- Provide first-level troubleshooting for network issues related to LAN, WAN, Wi-Fi, VPN, and internet connectivity.
- Log, track, and update network-related incidents and service requests in the ITSM/ticketing system.
- Perform basic configuration and support activities on network devices including switches, routers, firewalls, and access points, as per approved procedures.
- Escalate unresolved or complex issues to L2/L3 network teams with proper documentation and diagnostics.
- Assist in routine network maintenance tasks, patching activities, and change implementations.
- Coordinate with ISPs and service providers for link-related issues and follow up till resolution.
- Ensure adherence to network security policies and standard operating procedures.
- Maintain network documentation, diagrams, and incident records.
- Support business users during network outages and planned maintenance windows.
Minimum qualifications
- Bachelor’s degree or diploma in Information Technology, Computer Science, Electronics, or a related field.
- 1 to 3 years of experience in a network support or IT infrastructure support role.
- Basic understanding of networking concepts, including TCP/IP, LAN, WAN, VLANs, DNS, and DHCP.
- Familiarity with common network devices such as switches, routers, firewalls, and wireless access points.
- Experience working with ITSM/ticketing tools.
- Good communication skills and ability to work in a team-oriented, shift-based environment.
Desired qualifications
- Networking certifications such as CCNA, Network+, or equivalent.
- Exposure to enterprise network environments and multi-site connectivity.
- Basic understanding of firewall rules, VPN concepts, and network security best practices.
- Experience coordinating with telecom service providers and vendors.
- Willingness to learn, adapt, and grow into higher-level network support roles.
Why Join Epicenter?
We believe in investing in our people. At Epicenter, you’ll have the opportunity to make a global impact with a company consistently ranked among the Top 20 BPOs in India. We’re also the proud recipient of the “Best Customer Service Provider” award for nine consecutive years. Our commitment to your future is our priority. We offer ongoing training, mentorship, and upskilling opportunities to ensure you stay at the forefront of the industry.