Key skills
Technical supportHardware troubleshootingSoftware troubleshootingNetworkingRoutingSwitchingLocal Area Networks (LAN)Wide Area Networks (WAN)System securityIntrusion detection systemsData backuprecoveryFile server managementPrinter server managementConfiguration controlRemote desktop supportITIL methodologiesNetwork documentationEmailchat applicationsVideo conferencing applicationsCustomer serviceCDNCommunication
About this role
5centsCDN Inc is a CDN company dedicated to providing A-grade services with a focus on customer support. They are seeking a Technical Support Engineer to provide enterprise-level assistance, diagnose and troubleshoot software and hardware problems, and escalate issues as needed.
Responsibilities:
- Address users' tickets regarding hardware, software, and networking
- Knowledge of system security (e.g., intrusion detection systems) and data backup and recovery
- Maintains and administers computer networks and related computing environments
- Has Hands-on experience in networking, routing, and switching
- Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
- Manage file servers and printer servers
- Manage hardware and software assets
- Ability to create accurate network diagrams and documentation for designing and planning network communication systems
- Handling Outlook and mailbox-related issues
- Assist users in connecting to video conferencing applications such as Zoom, Webex, etc
- Walk customers through installing applications and computer peripherals
- Ask targeted questions to diagnose problems
- Conduct remote troubleshooting
Requirements:
- Excellent problem-solving skills and documentation skills
- Proven customer service skills
- Familiarity with Information Technology Infrastructure Library (ITIL) methodologies
- Good communication skills (verbal and written) and the ability to work within a 24x7 support environment