Support Engineer (L1)

Location: Hybrid, office-based in Sector 26, Gurugram, Haryana, India. The role includes rotating 24/7 shifts, including nights, weekends, and public holidays, plus visits to assigned locations to meet partners and vendors and check network quality.

Company

hirify.global is a global technology company providing networking services and platforms.

What you will do

• Provide first-line technical support through phone, email, live chat, and customer tickets.
• Assess, prioritize, troubleshoot, and resolve networking issues while meeting KPI and SLA targets.
• Monitor services, network ports, peering platforms, alerts, and performance graphs to identify service degradation.
• Respond to incidents, restore traffic after server reboots, open vendor or customer tickets, and maintain incident reports and status-page updates.
• Escalate complex or high-severity issues to Senior Support Engineers and coordinate resolutions across global support teams.
• Document known issues, procedures, configurations, troubleshooting guides, and post-incident learnings in the internal knowledge base.

Requirements

• At least three years of experience logically troubleshooting and resolving networking issues.
• Strong foundation in LAN/WAN, Ethernet, switches, VLANs, IP addressing, ASN, prefixes, and BGP basics.
• Good understanding of MPLS, OSPF, BGP, and other advanced routing protocols.
• Hands-on experience with network equipment such as Cisco, Juniper, Nokia, or MikroTik.
• Excellent written and verbal communication skills in English, with strong customer service and problem-solving abilities.
• Readiness to work rotating 24/7 shifts, including night shifts, weekends, and public holidays.

Culture & Benefits

• Hybrid work with scheduled 8.5-hour shifts.
• Collaboration with global operations and support teams.
• Continuous learning through adoption of new monitoring applications, systems, and support tools.
• Exclusive work for Extreme Infocom Pvt. Ltd. and no concurrent work for other companies.
• A 90-day resignation notice period applies after the trial period.

Hiring process

• Candidates meeting the selection criteria are invited to an interview.
• Applications are treated confidentially.