L2 Technical Support Engineer

This is a fully remote position, open to applicants in South Korea.

📋 Description

• Offer front-line assistance through phone, email, and chat for NETGEAR switches, wireless access points, business routers, NAS devices, NETGEAR Insight, and Exium.

• Identify and resolve moderately complex issues related to wired and wireless networking.

• Utilize structured troubleshooting approaches, adhere to established protocols, and escalate intricate or unresolved matters to L3 Technical Support Engineers when necessary.

• Work in conjunction with L3 engineers to ensure efficient resolution of escalated issues.

• Communicate effectively with customers of various technical backgrounds, ensuring a seamless and professional support experience.

• Provide a customer-centric, empathetic, and solution-focused experience.

• Oversee a queue of support tickets, ensuring prompt and accurate resolutions.

• Collaborate with colleagues, senior engineers, and cross-functional teams to address issues and share knowledge.

• Document troubleshooting processes, findings, and solutions clearly within internal systems.

• Aim to surpass targets for customer satisfaction, productivity, and quality.

• Recognize recurring issues and contribute to enhancements in processes and products.

• Keep abreast of NETGEAR products, tools, and networking principles.

⛳️ Requirements

• Strong grasp of wired and wireless networking principles (protocols, topologies, and technologies).

• Excellent analytical and troubleshooting capabilities for both wired and wireless networking challenges.

• Experience with remote diagnostic tools and ticketing systems.

• Proficiency in Korean (mandatory).

• Professional working proficiency in English (both spoken and written).

• Bachelor’s degree in Information Technology, Engineering, or a related technical discipline.

• CCNA, CompTIA Network+, or equivalent certification (or relevant experience).

• At least 2 years of experience in technical support, ideally in a networking-centric role.

🏝️ Benefits

• Health insurance

• Remote work options

• Professional development opportunities