Network Administrator

Support Engineer responsibilities:

• Taking ownership of customer issues reported and seeing problems through to resolution
• Researching, diagnosing, troubleshooting, and identifying solutions to resolve issues
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams

• ISP Installation, Networking basic (Routers, Switches)  & Monitoring

• Tickets tool 
• Diagnose and troubleshoot technical issues, including account setup and network configuration
• Ask customers targeted questions to quickly understand the root of the problem
• Track computer system issues through to resolution, within agreed time limits
• Talk clients through a series of actions, either via phone, email, or chat, until they’ve solved a technical issue
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
• Provide prompt and accurate feedback to customers
• Refer to internal database or external resources to provide accurate tech solutions
• Ensure all issues are properly logged
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
• Prepare accurate and timely reports
• Document technical knowledge in the form of notes and manuals
• Maintain jovial relationships with clients

Requirements and skills

• Proven work experience as a Technical Support Engineer, IT Help Desk Technician, or similar role,

  TCP IP, especially working with the ISP (Internet service provider) and Networking

• Hands-on experience with wifi related skills 
• Good understanding of computer systems, mobile devices, and other tech products
• Ability to diagnose and troubleshoot basic technical issues
• Familiarity with remote desktop applications and help desk software
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal
• BS degree in Information Technology, Computer Science, or relevant field