Deliver exceptional technical support and customer service via phone, email, and live chat.
Assess and prioritize tickets based on urgency and operational impact.
Resolve issues at the first point of contact whenever possible and keep customers informed.
Meet or exceed defined KPIs and SLAs.
Escalate complex technical issues to Senior Support Engineers (L2) when appropriate.
Manage escalations between global teams.

🎯 Requirements

Strong foundational understanding of network infrastructure and protocols, including LAN/WAN
Hands-on experience with network equipment (e.g., Cisco, Juniper, Nokia, MikroTik).
Good understanding of networking protocols, including MPLS, OSPF, BGP, and other advanced routing
Familiarity with network hardware platforms and tools used in technical support and network
Proven experience in logical troubleshooting and resolving networking issues (minimum of three
Exceptional ability to assess, prioritise, and resolve customer issues efficiently.

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