Network Support Engineer

NOC support for ISP customer

Reproduce customer environment and run tests

A Technical Support Engineer will research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner

Liaise between sales team, customer success team, and customers to properly address customer problems

Troubleshoot and configure hardware cisco /huawei/ubnt

Ask customers targeted questions to quickly understand the root of the problem

Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue

Provide prompt and accurate feedback to customers

Refer to internal database or external resources to provide accurate tech solutions

Document technical knowledge in the form of notes and manuals