Network Support Specialist

Blue Wireless•Richmond, VA

17h•Hybrid

About The Position

Network Support Engineer at Blue Wireless 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, you will be working closely with our Global Head of Customer Support in Malaysia as well as our GSC team in Arnhem and USA.

Requirements

good understanding of IP networking fundamentals and routing protocols
problem-solving skills on basic network issues
experience working with Cradlepoint, Peplink or Starlink
communicate clearly in English, verbally, and in writing
proactive, adaptable, and a team player
able to do shift work
willingness to learn and takes ownership of customer’s issue from start to finish
critical thinker

Nice To Haves

Cisco/Juniper certifications (a great advantage but not a must)

Responsibilities

Provisioning Equipment preparation - stage, configure, and test routers before deployment to customers
Deployment - work with field engineers to bring services live and support router installations on customer locations
Provide technical expertise including installations, troubleshooting, deployment and configuring routers and other wireless network equipment
Managing technical testing and virtual global support via different messaging apps based on clients’ location
Incident Resolution First-level basic troubleshooting
Taking ownership and managing incident resolution for any network support matters with diligence and professionalism according to our SLA from beginning to end
Troubleshooting network connectivity issues and the ability to explain resolution to our enterprise customers via concise and professional email
Providing on-demand technical support via remote and joining troubleshooting conference calls when required
Collaborating with network support engineers, most likely from different time zones, to solve network malfunctions