Vianet Communication Ltd. is one of the leading Internet & TV service provider in Nepal. Established in 1999, Vianet has always remained in the forefront providing reliable and affordable Broadband Internet Services. In 2011, Vianet pioneered in introducing Fiber Optics Internet or commonly known as FTTH internet service and was the first Internet service provider in Nepal to provide dedicated speeds without any sharing ratio. In 2016, Vianet introduced one of Nepal’s first ipTV service to provide exceptional quality IPTV service with one of the best offerings of HD Live TV channels and features such as Pause & Play, Videos on Demand, Catch-up TV with 1 week auto-recording which allows users to rewind and play missed episodes and TV Anywhere feature which allows users to watch TV channels on their mobile and laptop devices. About

CSM/A (Support Engineer)

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Job overview:

Job Category

ISP

Preferred Gender

Male/Female

Job Level

Entry Level

No. of vacancy/s

Salary

As per the Company's Policy

Experience

2-3 Years

Job Type

Full Time

Job Location

Various Places

Apply Before

24 Jun 2025

Educational Descriptions:

Required Education : Bachelor

Job Specification:

Job Level: Mid level
Number of Vacancy(ies): 2
Qualification: Most preferably IT qualified graduate with at least one years’ experience in IT field .
Experience: 2 Years of Experience in customer support based on ISP Company
Contract of Employment: Full-time

Skills and Knowledge:

Ability to think logically
A good memory of how software and hardware works.
Familiar with access network equipment ie. OLTS/Manageable switches
Excellent listening and questioning skills, combined with
The ability to interact confidently with clients to establish what the problem is and explain the solution the ability to work well in a team
Problem solving skills
A strong customer/network focus
The ability to prioritize your workload
Attention to detail.
Must possess two-wheeler and valid driving license (Consideration)

Job Responsibilities :

Job Duties & Responsibilities:

AGENT are mainly responsible for reporting the L2 support tickets on daily basis. AGENT shall be responsible for containing and corresponding with all the L2 escalated client ticket of the day and provide update to clients/concerned department.
The AGENT shall ensure that all L2/department assigned tickets are accounted for the day. All L2/department tickets shall be properly diagnosed with proper solutions. Upon any exceptions the clients shall be informed and escalated to concerned departments.
Engage in scheduled and urgent tech/process trainings for L1/branch operations team (FV and ONM)
Engage on regular audits ie. (Customer tickets/CPE replacement and other support related trends.
Monitor and maintain company/customer SLA.
Talk to staff or clients through a series of actions, either face-to-face or over the phone, to help set up internet systems or resolve issues or provide solutions
Troubleshoot system and network problems, diagnosing and solving hardware, internet or software faults remotely
Provide support, including procedural documentation and relevant reports
Follow diagrams and written instructions to repair a fault or set up a system
Support the roll-out of new applications
Prioritize and manage many open cases at one time
Rapidly establish a good working relationship other department member
Test and evaluate new technology along with research and development team.
Provide weekly/monthly report on works done.