Japanese Language Support @ Chennai

Quess IT Staffing · India

Position: Japanese - Network Support

Location: Chennai

Duration: Contract to Hire

Job Description:

'Service Assurance Support Engineer (L2) responsible for providing advanced technical support and troubleshooting for enterprise networking services, including SD-WAN, VPN, Anira, NCR Speed, and Enterprise Network Infrastructure. The role requires strong expertise in LAN, WAN, WLAN, SD-WAN, TCP/IP, DNS, and ICMP, with the ability to diagnose network issues, restore services, and ensure SLA compliance.

Key Responsibilities:

· Provide Level 2 support for network and connectivity services.

· Troubleshoot and resolve customer issues escalated from Tier 1 & Tier 2 support.

· Handle inbound customer calls, ticket creation, updates, and case management.

· Perform fault isolation, root cause analysis, and service restoration.

· Maintain proactive customer communication and ensure timely resolution.

· Collaborate with internal teams, vendors, and customers during incident management.

· Meet SLA targets while delivering high levels of customer satisfaction.

Required Skills:

The resource should be fluent in both Japanese and English

· Strong knowledge of LAN, WAN, WLAN, SD-WAN, VPN, Routing & Switching.

· Hands-on experience with TCP/IP, DNS, ICMP, and Internet technologies.

· Excellent troubleshooting, analytical, and customer-facing communication skills.

· Experience working in a NOC, Service Assurance, or Managed Network Services environment.

Customer Expectations:

· Inbound call handling

· Ticket creation and status updates

· Troubleshooting and resolution support

· BU-assigned case management

· Proactive customer communication and SLA adherence

Experience: 3–6 years in Network Operations, Service Assurance, or Technical Support roles.

Support Environment Overview:

• Support Volume: Approximately tickets per month Japan: 1000

• SLA Commitments:

- Ticket Pickup: 5 minutes

- Active Engagement: 45 minutes

• Services Supported:

- SD-WAN

- VPN

- Anira

- NCR Speed

- Enterprise Network Infrastructure

• Customer Expectations:

- Inbound call handling

- Ticket creation and status updates

- Troubleshooting and resolution support

- BU-assigned case management