Technical Support Engineer

Job Description:

• Identifies, investigates and resolves users' problems with computer software and hardware
• Deliver service and support to end-users using and operating automated call distribution phone software and emails and troubleshoot issues.
• Proactively monitor and respond to events, error conditions and threshold events in network monitoring system and troubleshoot events
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
• Follow standard processes and procedures
• Redirect problems to appropriate resource
• Accurately process and record call transactions using a computer and designated tracking software
• Configuration, installation, maintenance and lifecycles planning of various network devices and services (routers, switches, firewalls, VPN etc.

Job requirements:

• Excellent written and oral English skills
• Excellent technical, diagnostic, and troubleshooting skills.
• Expertise in Cloud Computing, Firewalls, LAN, Network & Security Assessment, Routing & Switching, VOIP, VPN, WAN,Wireless APS, Mesh, Controllers, Web Technologies and Internet Protocols
• Being capable to manage between 20-30 inbound calls per shift and troubleshoot technical issues.
• Expertise in Microsoft Office (MS Work, Excel etc), Adobe PDF and other business productivity software
• Working knowledge of IT system fundamentals and system management tasks
• Ability to clearly document and articulate technical issues in English.
• Must be reliable and dependable, self-motivated and demonstrate a willingness to learn.
• Ability to work closely with peers and other teams. 
• Work during Pacific time zone (7AM-4PM PST)

 Candidate's profile:

• Great organizational and interpersonal skills
• Someone who is flexible and proactive
• Creative mindset, problem solver, service oriented and self-learning skills
• Innovative attitude, stress resistant, team player, flexible
• Previous industry experience in 24 x 7 Network Operation Center or call Center  

What do we offer:

• Work alongside & learn from best-in-class talent.
• Competitive salary
• Work from home and the office
• Organized transport to home after 4 PM PST(Mandatory office days are Tuesday and Wednesday only)
• Lunch provided by the company while in the office.
• Private premium healthcare including annual medical check-ups
• Informal and fun atmosphere in the pet-friendly office