Network Support Engineer

4 weeks ago


Angeles City, Philippines The Remote Group Full time
Position: Network Support Engineer
Schedule: Night Shift
Set-up: Onsite (Clark, Pampanga)
Responsibilities:

Answering support calls, responding to emails from clients to help resolve client issues related to the Internet, LAN

Installation, maintenance, and troubleshooting of network systems using Cradle point, Ubiquiti, wireless access points, and Meraki switches.

Identify network issues that impact VOIP, SIP and RTP communications.

Resolve firewall configuration and NAT traversal issues.

Configuring VLANs, QoS, and VPN setups.

Work with VOIP Support team, ISPs, and other vendors to resolve network related problems.

Proactively monitor network performance, analyze network traffic, and identify and address issues Manage remote installation of internet & VoIP service with on-site technicians.

Develop and maintain support documentation for network problems and solutions. Install/maintain/upgrade software for IP cameras.

Must be able to follow SOP, create support tickets, follow through if the issue is not resolved right away, and ask for help if there is a roadblock until the client issue is resolved. Client satisfaction is above all else.

Must be able to methodically troubleshoot and have a standard on how and what to do instead of randomly guessing what to do next.

Mentoring and coaching team members to improve the customer experience.

Keep updating with latest tools and technologies and industry best practices.
Qualifications

At least 3 years of experience as network support specialist/engineer

Managed services support experience

Strong understanding and experience of Layer 2 switching, modem bridging, NAT, DHCP, DNS, TCP/IP, Wi-Fi network

Understanding of networking protocols, VLANs, QoS, and VPN.

Experience with diagnostics tools such as ping, traceroute, mtr, network scanning, telnet, port scanning etc. is must.

Ability to follow methodical troubleshooting procedures and perform diagnostics.

In-depth knowledge of Cradle point, Ubiquiti, and Meraki networking technologies.

Proficiency in network design and implementation.

Strong analytical skills for diagnosing and improving network performance.

Ability to collaborate and communicate effectively with support teams, external partners, and clients. Excellent communication and customer service skills
General Skills

Be able to speak & write English fluently with little or no accent.

Must have high speed internet with at least 10m symmetrical connection with a preferred backup in case of outage if working from home.

Access to a working computer and a quiet place to work, noise cancelling headsets.
Tools that would be plus if you have experience.

GCP, AWS server management

Experience with Linux
Competencies/Personality Traits

EXTREMELY well organized & punctual

must be a self-starter, out of the box thinker, problem solver.

Be able to work under pressure, keep organized and look for solutions.

Seek out solutions when they hit a roadblock instead of dropping the task and forgetting it.
Performance Measurement

Based on ticket counts resolved

Based on time spent per ticket

Responsiveness to daily tasks

Proactive & positive attitude

Attendance & punctuality

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