Network Support Specialist

Blue Wireless • Richmond, VA

1d • 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, you will be working closely with our Global Head of Customer Support in Malaysia as well as our GSC team in Arnhem and USA. Joining us is a great opportunity to enhance your professional career globally and make a real impact in a tech company that is growing exponentially in a fast-paced environment. Come grow with us! We know the world has changed, and we want to offer our employees the chance to collaborate at our unique office spaces, whilst enjoying the convenience of working from home. We've adopted a hybrid working approach to give more flexibility on where and how we work. You'll find out more about what this means for this role during the recruitment process, but we are currently excited to have our employees experience our office culture as much as possible. Blue Wireless (part of Wireless Logic Group) unites and brings people together. We accomplish this when we lead with a lens of diversity, equity, and inclusion in everything we do. As a global company that drives culture we aim to reflect the world’s diverse voices both internally and externally to ensure success in our mission.

Requirements

• Good understanding of IP networking fundamentals and routing protocols
• Problem-solving skills on basic network issues
• Experience working with Cradlepoint, Peplink or Starlink
• Can 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

• Stage, configure, and test routers before deployment to customers
• 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
• Manage technical testing and virtual global support via different messaging apps based on clients’ location
• First-level basic troubleshooting
• Take ownership and manage incident resolution for any network support matters with diligence and professionalism according to our SLA from beginning to end
• Troubleshoot network connectivity issues and the ability to explain resolution to our enterprise customers via concise and professional email
• Provide on-demand technical support via remote and joining troubleshooting conference calls when required
• Collaborate with network support engineers, most likely from different time zones, to solve network malfunctions

What This Job Offers

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