Network Technical Specialist (On-shift)

About Peplink

Peplink helps businesses around the world to make connectivity reliable and simple by developing wired and wireless routers, software and technologies. Peplink is under Plover Bay Technologies Limited, a listed company on the main board of the Hong Kong Stock Exchange (1523.HK).

About This Job

The role focused on providing technical assistance and support for networks leveraging Peplink and Pepwave technologies. This role is crucial to help the customer for maintaining network stability and assisting customers with guidance on configurations, troubleshooting, and understanding Peplink's SD-WAN solutions, bonding technologies, and services. The ideal candidate will have a foundational understanding of networking principles and a strong eagerness to learn and specialize in the Peplink ecosystem. You will form part of a team that provides 24/7 technical support services all year round including public holidays at the relevant time slots.

Key Responsibilities

(A) Technical Support & Troubleshooting:

1.  Provide Level 1 and Level 2 remote technical support for customer networks using Peplink products and services.

2.  Assist with troubleshooting and diagnosing issues related to SpeedFusion VPN tunnels, Link Bonding, Hot Failover, and Load Balancing configurations, etc.

3.  Process the support tickets, identifying and escalating recurring issues to senior staff.

4.  Advise customers with basic configuration of Peplink devices, including initial setup, WAN/LAN settings, firewall rules, and firmware updates.

5.  Manage and resolve support tickets within established Service Level Agreements (SLAs), ensuring timely and professional communication.

(B) Product & Technology Focus:

1.  Develop a deep working knowledge of key Peplink technologies, including:

• SpeedFusion Connect and various SpeedFusion VPN modes (e.g., Hot Failover, Bonding, WAN Smoothing).
• InControl 2 (IC2) cloud management platform for device monitoring, configuration, and remote troubleshooting.
• PrimeCare features and services.
• Load Balancing algorithms and concepts.

2.  Understand and differentiate between various Peplink product lines (e.g., Balance for fixed office, MAX for mobile/vehicular/cellular applications).

3.  Stay current with new Peplink product releases, features, and software updates.

(C) Documentation & Operations:

1.  When needed, document all support activities, troubleshooting steps, and resolutions in the ticketing system for knowledge base creation.

2.  Create and maintain internal documentation, guides, and procedures for common Peplink configurations and troubleshooting steps.

3.  Participate in live troubleshooting or scheduled maintenance windows as the situation is required.

What We Need

Education: Associate's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.

Experience: 0-2 years of experience in network support, IT helpdesk, or a related technical role.

Networking Fundamentals: Solid understanding of TCP/IP, OSI model, subnetting, static routing, and basic firewall concepts.

Communication: Excellent written and verbal communication skills with a professional and patient demeanor.

Certification (Preferred but not required): Entry-level networking certification (e.g., CompTIA Network+, CCNA) or, ideally, Peplink Certified Sales Specialist (PCSS) or Peplink Certified Technical Specialist (PCTS).

Key Skills

• Eagerness to learn and specialize in SD-WAN technology, specifically Peplink/Pepwave.
• Strong problem-solving and analytical abilities.
• Ability to work independently and as part of a team in a fast-paced environment.