Network Support Professional

1 week ago

Surat, Gujarat, India beBeeNetwork Full time ₹ 10,00,000 - ₹ 30,00,000
Network Support Specialist

We are seeking a Network Support Specialist to join our team. In this role, you will be responsible for providing technical support and assistance to our customers.

Your primary objective will be to deliver exceptional customer service by resolving issues efficiently and effectively. You will work closely with our product development teams to identify areas of improvement and contribute to the enhancement of our user experience.

To achieve this, you will need to possess strong technical knowledge and skills in network technologies, including wireless, routing, switching, security, and VPNs. You should also have excellent communication and interpersonal skills to interact with users and provide them with personalized support.

Additionally, you will need to stay up-to-date with the latest industry trends and advancements, particularly those related to client products and features. This will enable you to offer expert advice and guidance to our users, ensuring they receive the best possible support experience.

Key responsibilities:

  • Become a product expert in designated fields such as Wireless Technologies, Routing & Switching, Security & VPNs, Security Cameras, VoIP Phones, and Door Access Systems.
  • Be the first point of contact for our users, meeting each with a personalized action plan that not only resolves their issue but provides a larger context of its origin and impact.
  • Prioritize requests based on the severity and brand liability of each UX dead-end.
  • Respond to users efficiently and insightfully to reinforce our team's mission to provide the best support possible.
  • Perform hands-on testing with provided homelab equipment to identify potential UX dead-ends, reproduce known ones, and use insights from each to propose areas of improvement.
  • Stay up-to-date on the latest client products and features, particularly those receiving a lot of attention and feedback on various social media platforms.

Requirements:

  • Written and verbal English fluency.
  • Familiarity with client products is preferred, though not required. We do expect, however, that you will proactively develop your knowledge on the job.
  • Knowledge of IP addresses, DHCP, VLANs, DNS, PoE, wireless communication, devices, and WiFi standards, VPNs.
  • Good judgment and prioritization skills.
  • Flexibility to work nights and/or weekends.
  • Comfort working in a very dynamic, fast-paced environment.
  • The ability to simplify technical concepts for non-technical users.
  • A Bachelor's Degree (or higher) in Engineering, Computer Science, Networking, or a related field, or equivalent technical experience.

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