Network Support Engineer

Role & responsibilities

• Provided technical support for hardware, software, and network-related issues through ticketing systems, email, phone, and remote support tools.
• Diagnosed and resolved technical incidents by asking targeted troubleshooting questions and identifying root causes.
• Installed, configured, upgraded, and maintained Windows, Linux, and macOS operating systems and applications.
• Assisted users with the installation and setup of desktop applications, printers, scanners, and other computer peripherals.
• Performed remote troubleshooting using remote desktop tools to resolve user issues efficiently.
• Configured and supported Wi-Fi and local network connectivity, ensuring reliable network access for end users.
• Customized desktop and application settings to meet user and business requirements.
• Escalated complex technical issues to higher-level support teams while maintaining accurate documentation of troubleshooting steps.
• Logged, tracked, and updated incidents and service requests in the IT service management (ITSM) system.
• Verified issue resolution through follow-ups to ensure customer satisfaction and system functionality.
• Implemented security best practices by assisting with antivirus installation, updates, and endpoint security compliance.
• Created and maintained technical documentation, knowledge base articles, and user guides for common support procedures.
• Collaborated with cross-functional IT teams to resolve infrastructure, networking, and application-related issues.
• Monitored recurring issues and provided feedback for process improvements and product enhancements.
• Delivered clear, step-by-step technical guidance to users with varying levels of technical expertise.
• Maintained service level agreement (SLA) compliance by prioritizing and resolving support requests within defined timelines.
• Supported Mac hardware troubleshooting, including device setup, diagnostics, and peripheral configuration.
• Ensured a high level of customer satisfaction through professional communication, timely issue resolution, and proactive support.

Preferred candidate profile

• Cisco Meraki switching and wireless infrastructure.
• Fortinet firewall administration.
• Multi-ISP Internet connectivity.
• MPLS, SD-WAN, or leased line environments.
• Network security implementation.
• Google Workspace or Microsoft 365 networking.
• VPN and remote user support.