Position: Network Support Engineer
Schedule: Night Shift
Set-up: Onsite (Clark, Pampanga)
Responsibilities:
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Answering support calls, responding to emails from clients to help resolve client issues related to the Internet, LAN
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Installation, maintenance, and troubleshooting of network systems using Cradle point, Ubiquiti, wireless access points, and Meraki switches.
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Identify network issues that impact VOIP, SIP and RTP communications.
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Resolve firewall configuration and NAT traversal issues.
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Configuring VLANs, QoS, and VPN setups.
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Work with VOIP Support team, ISPs, and other vendors to resolve network related problems.
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Proactively monitor network performance, analyze network traffic, and identify and address issues Manage remote installation of internet & VoIP service with on-site technicians.
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Develop and maintain support documentation for network problems and solutions. Install/maintain/upgrade software for IP cameras.
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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.
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Must be able to methodically troubleshoot and have a standard on how and what to do instead of randomly guessing what to do next.
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Mentoring and coaching team members to improve the customer experience.
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Keep updating with latest tools and technologies and industry best practices.
Qualifications
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At least 3 years of experience as network support specialist/engineer
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Managed services support experience
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Strong understanding and experience of Layer 2 switching, modem bridging, NAT, DHCP, DNS, TCP/IP, Wi-Fi network
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Understanding of networking protocols, VLANs, QoS, and VPN.
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Experience with diagnostics tools such as ping, traceroute, mtr, network scanning, telnet, port scanning etc. is must.
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Ability to follow methodical troubleshooting procedures and perform diagnostics.
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In-depth knowledge of Cradle point, Ubiquiti, and Meraki networking technologies.
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Proficiency in network design and implementation.
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Strong analytical skills for diagnosing and improving network performance.
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Ability to collaborate and communicate effectively with support teams, external partners, and clients. Excellent communication and customer service skills
General Skills
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Be able to speak & write English fluently with little or no accent.
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Must have high speed internet with at least 10m symmetrical connection with a preferred backup in case of outage if working from home.
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Access to a working computer and a quiet place to work, noise cancelling headsets.
Tools that would be plus if you have experience.
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GCP, AWS server management
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Experience with Linux
Competencies/Personality Traits
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EXTREMELY well organized & punctual
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must be a self-starter, out of the box thinker, problem solver.
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Be able to work under pressure, keep organized and look for solutions.
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Seek out solutions when they hit a roadblock instead of dropping the task and forgetting it.
Performance Measurement
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Based on ticket counts resolved
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Based on time spent per ticket
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Responsiveness to daily tasks
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Proactive & positive attitude
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Attendance & punctuality