Network Support Engineer

RESPONSIBILITIES

• Handle daily support tickets end-to-end — logging, triaging, troubleshooting, and resolving incidents and service requests within agreed SLA timelines.
• Implementation of network and security appliances/services.
• Provide remote and onsite technical support on network and security appliances/services.
• Monitor the ticketing queue, prioritise workload appropriately, and escalate unresolved or high-impact issues in a timely manner.
• Maintain detailed knowledge of client's environments by maintaining and updating relevant documentation.
• Liaise with vendors to achieve incident and problem resolution.
• Communicate ticket status and resolution updates clearly to clients and internal stakeholders.

EDUCATION REQUIREMENTS AND EXPERIENCE

• Candidate must possess at least Diploma in Computer Science/Information Technology or a relevant field.
• At least 1 year of relevant working experience in a relevant field and role.
• CCNA, JNCIA, CompTIA Network+/Security+ or equivalent certification is required.
• Prior experience handling support tickets or working within a helpdesk/service desk environment is an advantage.
• Good understanding of network topology and protocols.
• Knowledge in Cloud Computing will be advantageous.
• Knowledge in administrating Windows and Linux servers is optional and will be advantageous.
• Familiarity with ticketing/ITSM systems (e.g. ServiceNow, JSM, Zendesk) will be advantageous.
• Written and spoken language proficiency in English.
• Possess analytical and problem-solving abilities.
• Willing to learn.
• A customer-centric, great communicator, and team-player.
• Strong sense of responsibility.
• This role does not include work pass sponsorship.

Pay: From $4,000.00 per month

Benefits:

• Cell phone reimbursement
• Parental leave
• Professional development

Work Location: In person