Support Engineer

About the role

The Support Engineer provides essential technical assistance to customers, acting as a bridge between subscribers and engineering teams. The role focuses on troubleshooting connectivity issues, monitoring network health, and delivering high customer satisfaction through multiple support channels.

Key responsibilities

• Assist customers via phone, email, instant messenger and on‑site visits.
• Acknowledge Nagios alerts and promptly inform customers.
• Handle walk‑in customers at the front office.
• Provide hotline support, collect customer lists, and maintain network diagrams.
• Add and manage monitor alerts and bandwidth monitoring.
• Perform monthly maintenance of customer connections.
• Escalate critical cases to the assigned key person or team leader immediately.
• Follow instructions from the team leader and complete other assigned tasks.
• Prepare daily reports and submit them to the team leader.

Required profile

• Associate or Bachelor degree in Information Technology or a related field.
• At least 2 years of experience in a technical support role.
• Strong analytical and problem‑solving abilities.
• Ability to multitask efficiently under time pressure.
• Good communication skills and a customer‑focused attitude.

Required skills

• Proficiency with Windows operating systems.
• Proficiency with Linux operating systems.
• Proficiency with Mac OS.
• Experience using Nagios for network monitoring.