• Provide remote and phone-based technical support to end-users, partners, and clients.
• Troubleshoot and resolve issues related to network connectivity (LAN/WAN/Wi-Fi), routers, switches, and firewalls.
• Handle basic to intermediate support for servers, operating systems (Windows/Linux), and cloud services.
• Document all customer interactions in the ticketing system with detailed notes and follow-up.
• Escalate unresolved issues to Tier 2/3 or engineering teams and ensure proper follow-through.
• Guide users through step-by-step solutions and support tools.
• Maintain up-to-date knowledge of networking standards, products, and security protocols.
• Collaborate with internal teams (engineering, QA, product) to identify and resolve technical trends.
• Provide feedback to improve knowledge bases and technical documentation.

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.
• 1–3 years of experience in a technical support/helpdesk role with a networking focus.
• Solid understanding of networking concepts: TCP/IP, DNS, DHCP, VPN, NAT, Subnetting.
• Experience with configuring and troubleshooting routers, switches, firewalls, and wireless networks.
• Familiarity with Windows and Linux operating systems.
• Strong communication, customer service, and problem-solving skills.
• Ability to manage multiple tasks and priorities in a fast-paced environment.

Preferred Qualifications:

• CompTIA Network+, Cisco CCNA, or other relevant certifications.
• Experience with remote desktop tools (TeamViewer, AnyDesk, RDP).
• Familiarity with ITSM/ticketing systems (e.g., Zendesk, ServiceNow, Jira).
• Knowledge of cloud platforms (e.g., AWS, Azure, Google Cloud) and virtual environments.