Job Title: Network Associate – L1 Department: Network Operations / ISP Reports To: Network Engineer / NOC Lead Job Summary: The Network Associate – L1 will be responsible for providing first-level technical support, monitoring, and troubleshooting of network infrastructure for ISP services. The role involves handling customer complaints, monitoring network uptime, escalating unresolved issues, and ensuring smooth day-to-day operations. Key Responsibilities: • Monitor network devices, links, and services using NMS tools and respond to alerts. • Provide L1 technical support for internet leased line, broadband, and enterprise customers. • Handle incidents and service requests logged by customers through calls, emails, or ticketing systems. • Perform basic troubleshooting of routers, switches, modems, and ONTs. • Escalate unresolved issues to L2/L3 or vendor support as per SLA. • Document incidents, resolutions, and escalation activities in ticketing tools. • Coordinate with field engineers for on-site support. • Ensure adherence to SLA response and resolution timelines. • Perform health checks, link monitoring, and proactive fault identification. • Assist in configuration of basic network devices under guidance from senior engineers. Work Conditions: • 24/7 shift operations (rotational shifts). • Fast-paced ISP environment with strict SLA adherence. Requirements Required Skills & Knowledge: • Basic understanding of TCP/IP, DNS, DHCP, Routing, Switching, VLANs. • Knowledge of ISP technologies like FTTH, Broadband, Wireless, MPLS, Leased Line. • Familiarity with NOC operations and monitoring tools. • Good troubleshooting skills for Layer 1 (Physical), Layer 2 (Data Link), and Layer 3 (Network) issues. • Strong communication and customer handling skills.