Network Support Engineer

Wireless Logic • Richmond, VA

3d • Hybrid

About The Position

In-life support for Blue Wireless services is a critical element of the customer lifecycle and success of Blue Wireless as a whole. As our customer base have grown significantly globally, we’re expanding the Global Customer Support (GSC) team in USA with additional Network Support, being part of the larger network team. You will be working closely with our Global Head of Customer Support in Malaysia as well as our Manager Support in Arnhem.

Requirements

• have a good understanding of IP networking fundamentals and routing protocols
• have problem-solving skills on basic network issues
• can communicate clearly and professionally in English, verbally, and in writing
• are proactive, adaptable, and a team player, and has no problems assisting customers over the phone
• are able to work on the following schedule 1) 7:00 AM to 3:00 PM or 2) 9:00 AM to 5:00 PM 40 hours a week, 5 days a week which can include Saturdays and Sundays
• have the willingness to learn and takes ownership of customer’s issue from start to finish
• are a critical thinker

Nice To Haves

• have Cisco/Juniper certifications (a great advantage but not a must)
• have knowledge of Peplink, HP Aruba switching
• have knowledge on WiFi products like Extreme or other related brands will be advantageous
• Spanish is very advantageous

Responsibilities

• Provide technical expertise including installations, troubleshooting, deployment and configuring routers and other wireless network equipment
• Develop and maintain comprehensive documentation associated with the implemented network
• Managing technical testing and virtual global support via different messaging apps based on clients’ location
• First line of support for our global enterprise customers through voice calls, emails and tickets
• Taking ownership and managing incident resolution for any network support matters according to our SLA from beginning to end
• Troubleshooting network connectivity issues and the ability to explain resolution to our enterprise customers via email
• Providing on-demand technical support via remote and joining troubleshooting conference calls when required
• Collaborating with other network support engineers, most likely from different time zones, to solve network malfunctions

Benefits

• Part of a professional international team of networking solution experts
• Given the opportunity to make a difference, in helping with the development of the role and the business
• Offered many career development opportunities as the company grows and evolves
• In a “destination workplace”: work with great managers, in an ideal workplace, while doing meaningful work
• Surrounded by highly supportive peers in a healthy working environment

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed