Technical Support Engineer

About This Role

Provide technical support to customers by identifying and resolving networking and Wi-Fi connectivity issues, primarily over the phone and email, while working independently in a remote capacity.

Responsibilities

• Work on installations for Service delivery or trouble tickets for service assurance
• Provide tier 2 escalation support and successfully resolve customer issues, escalating to application engineers as necessary
• Troubleshoot/deploy end to end network, platform and troubleshoot customer connectivity issues
• Proactively monitor customer networks and respond to any critical alarms
• Escalate tickets to Telco vendors and follow through to resolution
• Provide detailed notes describing technical issues and troubleshooting steps taken for escalation

Requirements

• Experience configuring routers, switches, firewalls
• Experience with Linux OS and CLI commands
• Ability to troubleshoot networking issues
• Proven track record of identifying and resolving issues over the phone/email
• Experience with general network troubleshooting
• Working within a Linux and Windows operating environment
• Log file analysis
• Application level debugging
• Familiarity with Wi-Fi network architecture and troubleshooting Wi-Fi connectivity issues
• Ability to follow documented instructions to troubleshoot specific issues
• Ability to document trouble ticket notes in a knowledge base manner
• Complete understanding of Routing and Networking
• Excellent logical troubleshooting skills
• NOC Center/Call Center Experience
• Proficient in ticket and order management
• Must be flexible, dependable and able to multi-task with priority
• Ability to explain and lead field service technician in installation of services
• Understanding of networking protocols ICMP, UDP and TCP/IP
• Familiarity with collecting information from client devices (Windows, Apple)
• Understanding LAN and WAN connectivity
• Solid understanding of how to troubleshoot network issues and configurations (WAN circuit, routing, IP connectivity, router/switch config, DNS)
• Knowledge of Firewalls and VPN connectivity
• Effective analytical, planning, organizational, and documentation skills

Qualifications

• Min. of 4 years of Tech support/Customer service and preferably NOC experience

Nice to Have

• General Wi-Fi experience
• Linux CLI commands
• Knowledge on Ruckus products
• Firewall Concepts
• Previous experience working in a highly available 24x7 production environment

Skills

* Required skills

Benefits

Certifications