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Helpdesk Engineer – LEVEL – II

Department: Service Operations Center - SOC
Location: Multiple Cities (Nationwide)
Division: StormFiber

About Us

StormFiber is a leading fiber-to-the-home (FTTH) broadband service provider in Pakistan, delivering high-speed internet, television, and telephone services to residential and business customers. It operates under Cybernet, which is a part of the Lakson Group of Companies. StormFiber is known for its reliable and high-quality services, utilizing advanced fiber optic technology to ensure seamless connectivity. Our network infrastructure supports a variety of applications, from streaming and gaming to business communications, making us a popular choice for users seeking fast and stable internet connections.

Summary

We are seeking a customer-focused and skilled Helpdesk Engineer – Level II to join the Service Operations Center (SOC) team at StormFiber. The role involves providing technical support to corporate clients, troubleshooting network access issues, ensuring timely resolution of complaints, and managing incident tickets. The ideal candidate holds a Bachelor’s degree in Telecommunications, Electronics, or Computer Science, with a preference for CCNA certification and experience in Linux, VM, and basic network security. You will have the opportunity to enhance your technical expertise while being a part of Pakistan’s leading FTTH broadband provider.

Responsibilities:

  • Assess nature of queries and provide technical support to corporate clients.
  • Maintain and ensure cordial services for the clients.
  • Ensure resolution of complaints within given and committed time.
  • Help troubleshoot Network Access Layer issues related to CPE installed at customers’ end (router, switches, etc.).
  • Respond to queries with regards to internet access technologies (i.e. DSL, VSAT Fiber, WiMAX, GPON and RF).
  • Initiate ticket for incident resolution in system and communicate to all stakeholders.

Requirements:

  • Bachelors in Telecommunications, Electronics or Computer science.
  • CCNA certified will be preferred.
  • Good understanding of OSI Layer, TCP/lP, switching & routing.
  • Knowledge and experience in Linux & VM.
  • Network security exposure (basic level).

What We Offer:

  • Market competitive compensation package.
  • Medical coverage for employees and their families.
  • Festival bonuses.
  • A culture of diversity, inclusion, and respect for each other.
  • A team that continuously works towards mutual development and success.

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