IP Support Engineer – Cloud & Network Troubleshooting

About the role

We are seeking an experienced Cloud & IP Solution Support Engineer to diagnose and resolve end‑to‑end network issues for our customers. You will work closely with telecom application teams, ensuring high service availability and customer satisfaction across cloud and IP infrastructure.

Key responsibilities

• Investigate, troubleshoot, and resolve Customer Service Requests (CSRs) within agreed timelines.
• Follow defined support processes, use ticketing tools, and provide regular progress updates.
• Collaborate with cross‑functional engineers, participate in software upgrades, patches, and system updates.
• Escalate complex issues, validate solutions, and document enhancements for future reference.
• Maintain knowledge‑base articles, system configuration records, and support “Follow the Sun” handovers.
• Participate in shift rotations, emergency support, and lead implementation of new software releases.
• Prepare root‑cause analysis (RCA) reports and suggest preventive actions.

Required profile

• Bachelor’s degree in IT, Telecom, Computer Science or related field.
• Minimum 5 years of experience in support, operations, or integration within IP networks.
• Strong analytical and troubleshooting abilities across application, cloud, and infrastructure layers.

Required skills

• IP networking, switching, routing, and firewall technologies.
• Hands‑on troubleshooting of routers, switches, and firewalls (Juniper, Cisco, Fortinet, Extreme, F5).
• Understanding of telecom IP service‑provider networks and related protocols.
• Experience with ticketing and support tools, configuration management, and RCA documentation.