Support Engineer (L1)
Role Overview
The L1 Support Engineer is the first line of response to customer-reported networking issues.
The role combines ticket ownership, diagnostics, customer communication, proactive monitoring, and escalation support.
The position supports uninterrupted operations through rotating 24/7 coverage.
Key Skills for This Role
Full Job Posting
About the company
Megaport provides Network as a Service and connects businesses to cloud providers, data centers, and other networks.
The company operates with global teams across multiple time zones.
Role overview
The L1 Support Engineer is the first line of response to customer-reported networking issues.
The role combines ticket ownership, diagnostics, customer communication, proactive monitoring, and escalation support.
The position supports uninterrupted operations through rotating 24/7 coverage.
Customer support
- Provide technical support through phone, email, and live chat.
- Prioritize tickets and resolve issues at first contact when possible.
- Meet KPIs and SLAs while following operating procedures.
- Coordinate escalations between regional and global support teams.
Monitoring and incident response
- Monitor services, network ports, peering platforms, alert logs, and performance graphs.
- Detect anomalies and take corrective action, including opening vendor or customer tickets.
- Verify traffic restoration after server reboots.
- Create incident reports and maintain accurate status page updates.
- Process internal and external maintenance notifications.
Knowledge sharing
- Document known issues, standard operating procedures, troubleshooting guides, configurations, and post-incident learnings.
- Adopt new monitoring applications, support tools, and systems used across global operations.
Technical expertise
- Strong knowledge of network infrastructure, LAN/WAN fundamentals, Ethernet, switches, VLANs, IP addressing, ASN, prefixes, and BGP basics.
- Hands-on experience with Cisco, Juniper, Nokia, MikroTik, or similar network equipment.
- Understanding of MPLS, OSPF, BGP, and advanced routing protocols.
- At least three years of logical troubleshooting and networking issue resolution experience.
Communication and work style
- Excellent written and verbal English communication skills.
- Ability to collaborate globally and work independently.
- Detail-oriented, organized, self-motivated, proactive, and customer-focused approach.
Working hours
- The role is office-based in Sector 26, Gurugram, Haryana.
- Shifts are 8.5 hours and rotate across weekends, public holidays, and night shifts.
- Working visits to locations under the role's responsibility may be required.
About megaport
Publicly traded infrastructure platform providing businesses with on-demand compute, network, and storage services.
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