ENGINEER TECHNICAL SUPPORT - L2

Job Description - Engineer Technical Support - L1

Job Title: Engineer Technical Support - L2

Job Summary

The Engineer Technical Support - L1 will provide first-level technical support to customers and internal teams. This role involves troubleshooting and resolving networking issues, ensuring customer satisfaction, and maintaining high service quality standards.

Duties and Responsibilities

• Provide technical support for networking issues via phone, email, and chat.
• Diagnose and resolve hardware and software problems related to networking.
• Document and track customer interactions and technical issues in the support system.
• Assist in the configuration and installation of networking equipment.
• Collaborate with senior engineers to escalate complex issues as needed.

Qualifications And Requirements

• 1-3 years of experience in technical support or a related field.
• CCNA certification is preferred.
• Strong understanding of networking concepts and protocols.
• Excellent problem-solving and analytical skills.
• Effective communication skills, both verbal and written.

Key Competencies

• Technical proficiency in networking technologies.
• Ability to work independently and as part of a team.
• Customer-focused mindset with a commitment to service excellence.
• Adaptability and willingness to learn new technologies.

Performance Expectations

• Meet or exceed response and resolution time targets.
• Maintain a high level of customer satisfaction through effective support.
• Continuously improve technical knowledge and skills.

Salary and Benefits

Salary will be competitive and commensurate with experience. Benefits include health insurance, retirement plans, paid time off, and opportunities for professional development.