Support Specialist (Network Support Engineer)

Job Title: Support Specialist (Network Support Engineer)

About New Era Technology

Role Summary

Key Responsibilities

• Deliver expert-level technical support for LAN/WAN networks in a global environment.
• Perform configuration and troubleshooting of wired/wireless devices, routers, and switches.
• Monitor network components and conduct performance analysis.
• Troubleshoot protocols such as OSPF, BGP, and SD-WAN (Viptela).
• Coordinate with service providers for circuit-related issues, including raising and following up on tickets.
• Collaborate with clients and field engineers to ensure swift issue resolution.
• Apply change management procedures for network updates and changes.
• Maintain accurate documentation of client interactions and network events.
• Participate in shift-based operations and support 24x7x365 coverage including weekends and holidays.
• Escalate critical incidents and communicate proactively with stakeholders.
• Demonstrate initiative in improving processes and team collaboration.
• Adhere to internal communication protocols, customer service standards, and security guidelines.

Key Requirements

• Bachelor s degree in Computer Science, Electronics, or related field (BSc/BE).

• CCNA certification is mandatory.

• 2+ years of experience in a NOC or enterprise-level network support environment.
• Strong foundation in networking principles (TCP/IP, Ethernet, routing protocols).
• Experience working with tools and hardware related to network infrastructure.
• Familiarity with Cisco Meraki devices is a plus.
• Proficiency in Microsoft Office and remote support tools.
• Strong communication (verbal & written) and interpersonal skills.
• Ability to remain calm and effective under pressure.
• Willingness to work in rotational shifts and in a 24x7 support model.

What We Offer

• A permanent position with a leading global technology company
• Remote work flexibility
• Exposure to a global network support environment
• Opportunities for learning, growth, and career advancement
• Inclusive and collaborative work culture

Ready to Join Us?