Network Support Engineer

IT And Software Development Taguig, Philippines

Key Responsibilities:

· Serve as the first point of contact for customers seeking assistance over the phone, email, or ticket

· Perform remote troubleshooting through diagnostic techniques and pertinent questions

· Determine the best solution based on the issue and details provided by customers

· Walk the customer through the problem-solving process

· Direct unresolved issues to the next level of support personnel

· Provide accurate information on products or services

· Record events and problems and their resolution in logs

· Follow-up and update customer status and information

· Pass on any feedback or suggestions from customers to the appropriate internal team

· Identify and suggest possible improvements on procedures

Skills and Experience:

Must Have:

· Technical or College Degree in Information Technology, or related field, and/or networking certifications (CCNA desirable)

· Outstanding customer service skills and a dedication to the 'Customer Service Experience’

· Ability to work within a team in a fast-paced and constantly changing environment 

· Ability to follow instructions from the Management team and senior colleagues 

· Ability to work a rotating roster

· Excellent work ethic and attitude

· Ability to multi-task (e.g., answer additional calls while already working on an issue) 

· Understanding of networking protocols

· Basic level understanding of Cisco Routing and Switch/Data networking skill, including DHCP, QoS, IP routing protocols.

· Solid understanding of network & security technologies

· Ability to quickly learn new or unfamiliar technology and products using documentation and internet resources.

Desirable:

· Previous help/service desk experience is preferred but not required 

About You:

• Client-focused with a commitment to excellent customer service

• Ability to work autonomously and as part of a team environment with strong communication and collaboration skills

• A strong sense of ownership, the ability to communicate effectively with clients and internal staff across all aspects of the business

• Excellent time management skills, attention to detail and process oriented