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Innolens Media & Broadcasting Limited
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Coimbatore · Remote · 3 days ago
1 open role1 posted in 7d1 in 30d
Hiring: Customer support and operations
Job description
Overview
Position: On-Call Support Engineer
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
- § Fiber Maintenance Team
- § Enterprise Support Team
- § Follow escalation procedures during major outages.
Qualifications
- § 0–3 Years in ISP, NOC, Helpdesk, or Technical Support.
- Work Schedule
- § Rotational shifts.
- § On-call availability during weekends, holidays, and network emergencies.
- § Ability to work remotely when required.
- § 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:
- § Malayalam
- § Strong customer handling and problem-solving skills.
- § Ability to remain calm under pressure.
- § Understanding of BGP, OSPF, and routing concepts (preferred but not mandatory).
- § Knowledge of Linux systems is a plus.
- How to Apply:
- Please send your resume detailing your relevant experience and why you are a good fit for this role to hr@innolensmedia.com & WhatsApp: 9108510751.
- Note: We prefer candidates who can join immediately and are located in Coimbatore.
Education
- Diploma / Bachelor's Degree in: Networking /Computer Science /Information Technology
- Electronics & Communication
- Freshers with strong networking knowledge may apply.
- Preferred Experience
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Job application FAQ
Last updated 6 November 2026
- How do I apply for Technical Customer Support - Malayalam at Innolens Media & Broadcasting Limited?
- Open this job on Feedback AI and sign up free (or sign in). You can apply from the job detail page; match scores and skill gaps appear when your profile is complete. Innolens Media & Broadcasting Limited may attach structured assessments to interview rounds after you apply.
- Does Feedback AI show a match score for this Technical Customer Support - Malayalam role?
- Yes after you add a resume or skills. Match score ranks this role against your profile — skills met, gaps, level, and location — so you prioritise applications where fit is strongest.
- Is Technical Customer Support - Malayalam remote or on-site in Coimbatore, Tamil Nadu?
- This listing is marked remote with location Coimbatore, Tamil Nadu. Confirm details on the job description before applying.
- What skills matter for this Technical Customer Support - Malayalam role at Innolens Media & Broadcasting Limited?
- Key skills for this role include skills listed in the job description. Upload a resume to see which requirements you already meet and which are gaps.