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Technical Customer Support, Malayalam
Innolens Media & Broadcasting Limited
Coimbatore, Tamil Nadu, India0–3 yrs1h agovia LinkedIn
This job at a glance
- Who can apply
- Freshers and up to 3 years · Diploma
- Must know
- TroubleshootingCustomer serviceHelp deskNetworking
- Nice to have
- LinuxOperations
- Work
- On-site in Coimbatore
- Pay
- Not stated by the employer.
- Skill demand
- Customer service81%Troubleshooting10%Help desk9%of 149 similar fresher jobs posted in India this week
- Listed
- 4 Nov 2026 · still open
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About the Role
- Provide 24x7 customer and network support for a Class A ISP.
- Monitor network services, troubleshoot customer connectivity issues, coordinate with field teams, and ensure high network availability.
Key Responsibilities
Customer Support
- Handle customer complaints and service requests via phone, WhatsApp, email, and ticketing systems.
- Diagnose and resolve broadband, leased line, and enterprise connectivity issues.
- Provide first-level technical support and escalate complex issues when required.
- Maintain professional communication with residential and business customers.
Network Monitoring
- Monitor network health using NMS and monitoring tools.
- Identify outages, packet loss, latency, and service degradation.
- Coordinate with NOC and field engineers for issue resolution.
- Track and update incident status until closure.
Technical Troubleshooting
- Troubleshoot:
- FTTH (Fiber to the Home) connections
- GPON/EPON networks
- Wireless links
- Routers, switches, and ONTs
- PPPoE authentication issues
- IP addressing and DNS-related issues
- Perform basic Mikrotik router diagnostics.
- Assist customers with router configuration and Wi-Fi troubleshooting.
Ticket Management
- Create, update, and close support tickets.
- Maintain proper documentation of incidents and resolutions.
- Ensure SLA compliance for all assigned tickets.
Coordination
- Coordinate with:
- Field Engineers
- NOC Team
- Fiber Maintenance Team
- Enterprise Support Team
- Follow escalation procedures during major outages.
Requirements & Tech Stack
Technical Skills
- Basic understanding of:
- TCP/IP Networking
- DHCP, DNS, NAT
- Fiber Optic Networks
- GPON/EPON Technology
- Mikrotik Routers
- VLANs and Switching
- Ability to use remote support tools.
Communication Skills
- Fluent in:
- Tamil
- English
- Malayalam
- Strong customer handling and problem-solving skills.
- Ability to remain calm under pressure.
Qualifications
- Diploma / Bachelor's Degree in:
- Networking / Computer Science / Information Technology
- Electronics & Communication
- Freshers with strong networking knowledge may apply.
Preferred Experience
- Experience with Mikrotik RouterOS.
- Experience with ISP ticketing systems.
- Understanding of BGP, OSPF, and routing concepts (preferred but not mandatory).
- Knowledge of Linux systems (is a plus).
Experience in FTTH or ISP operations is an added advantage.
Work Schedule: Rotational shifts, On-call availability during weekends, holidays, and network emergencies. Ability to work remotely when required.