Technical Support Engineer

Job Summary
We are seeking a skilled Network Support Technician to provide Level 1 and Level 2 technical assistance to our customers, focusing on internet connectivity and network-related issues. The ideal candidate will be responsible for troubleshooting hardware, software, and network problems both remotely and on-site when necessary. This role requires hands-on experience with networking equipment and a strong commitment to delivering excellent customer service. The technician will also play a key role in maintaining network performance and ensuring system reliability.

Key Responsibilities
- Deliver L1 and L2 technical support to customers, addressing internet connectivity and network-related concerns promptly and effectively.
- Troubleshoot and resolve hardware, software, and network issues remotely; perform on-site support when required to ensure timely resolution.
- Configure, maintain, and manage networking devices including routers, switches, firewalls, and other related equipment to optimize network functionality.
- Escalate complex or unresolved issues to higher-level support teams or engineering departments for advanced troubleshooting and resolution.
- Continuously monitor network performance metrics to guarantee system availability, reliability, and optimal operation.
- Maintain accurate and detailed documentation of technical issues, troubleshooting steps, solutions, and standard operating procedures.
- Collaborate closely with field teams and cross-functional departments to facilitate swift and effective problem resolution, ensuring minimal downtime for customers.

Required Qualifications
- CCNA (Cisco Certified Network Associate) certification is mandatory, demonstrating foundational networking knowledge and skills.
- Proven hands-on experience working with routers, switches, and various network troubleshooting tools.
- Strong understanding of core networking concepts including TCP/IP, DHCP, DNS, and WAN/LAN technologies.
- Excellent problem-solving abilities paired with a customer-focused mindset to deliver high-quality support.
- Effective verbal and written communication skills to clearly convey technical information to both technical and non-technical stakeholders.

Preferred Qualifications and Benefits
While not explicitly stated, candidates with additional certifications or experience in network security, firewall management, or advanced routing protocols may have an advantage. The role offers the opportunity to work in a dynamic environment where technical expertise and customer service are highly valued.

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This position is ideal for professionals who thrive in a fast-paced technical support environment and are eager to contribute to maintaining robust and reliable network infrastructure. If you meet the qualifications and are passionate about network technology and customer service, we encourage you to apply.