NETWORK SUPPORT ENGINEER (ENTERPRISE NETWORKING)

JOB SUMMARY

We are looking for a highly skilled and customer-oriented Network Support Engineer to provide technical support and troubleshooting for enterprise networking environments. The successful candidate will be responsible for diagnosing and resolving complex network-related issues involving routing, switching, wireless connectivity, and other network infrastructure.

This role requires strong technical expertise, excellent communication skills, and the ability to provide effective support while ensuring a positive customer experience.

KEY RESPONSIBILITIES

• Provide technical support and troubleshooting for enterprise network-related issues.
• Diagnose, analyze, and resolve issues involving switching, routing, WLAN, TCP/IP, and other network technologies.
• Handle customer inquiries and technical concerns through calls, emails, chat, or other support channels.
• Perform root cause analysis and provide appropriate solutions or workarounds for network-related incidents.
• Monitor and analyze network performance, connectivity, and system issues.
• Escalate complex technical concerns to the appropriate internal teams or higher-level support engineers when necessary.
• Configure, troubleshoot, and support network devices and technologies from vendors such as Cisco, Huawei, Juniper, and Aruba.
• Document troubleshooting steps, resolutions, incidents, and technical findings accurately.
• Maintain clear and professional communication with customers throughout the resolution process.
• Collaborate with internal teams, engineers, and other stakeholders to resolve technical issues efficiently.
• Follow established processes, SLAs, escalation procedures, and quality standards.
• Stay updated with the latest networking technologies, products, and industry best practices.

QUALIFICATIONS

• Bachelor’s degree in Information Technology, Computer Engineering, Computer Science, Electronics and Communications Engineering, or any related field.
• At least 1 to 3 years of experience in the BPO or technical support industry.
• Minimum of 3 years of hands-on experience in Network Support, Network Engineering, or a related technical role.
• Strong verbal and written communication skills.
• Highly technical, analytical, and customer-oriented.
• Excellent troubleshooting, problem-solving, and diagnostic abilities.
• Ability to explain complex technical concepts clearly to customers with different levels of technical knowledge.
• Ability to work effectively in a fast-paced and customer-focused environment.

REQUIRED TECHNICAL SKILLS

Strong knowledge and hands-on experience in:

• Switching and Routing
• Wireless LAN (WLAN)
• TCP/IP Networking Fundamentals
• Network Troubleshooting and Diagnostics
• Network connectivity and performance analysis
• Incident management and technical escalation

Professional-level networking knowledge equivalent to or supported by certifications such as:

• CCNP – Cisco Certified Network Professional
• HCNP – Huawei Certified Network Professional
• RCNP
• JNCIP – Juniper Networks Certified Internet Professional
• Other comparable professional-level networking certifications

PREFERRED QUALIFICATIONS

The following certifications and experience are considered an advantage:

Expert-Level Certifications:

• CCIE
• HCIE
• JNCIE
• Other equivalent expert-level networking certifications

Experience working with networking technologies and products from:

• Cisco
• Huawei
• Juniper
• Aruba