Technical Support Engineer

About the role

This Technical Support Engineer provides face-to-face, on-site support to customers and also handles remote support by phone and email. The role covers proof of concept, demonstrations, presentations, technical exchanges, issue tracking and resolution, and training of partners and customers.

Key responsibilities

• Provide on-site technical support to customers
• Lead or assist with proof of concept, demonstrations, presentations, technical exchanges, issue tracking and resolution
• Handle technical support by phone, email and other remote means
• Train internal and external end users and partners

Required profile

• Bachelor's degree, postgraduate diploma, professional degree, engineering (computer/telecommunications) or equivalent
• At least 2 years of experience as an IT technical engineer, including solid knowledge of network best practices
• Strong analytical and problem-solving skills and good troubleshooting ability
• Excellent oral and written communication skills; English required

Required skills

• Thorough understanding of TCP/IP, common protocols, applications, routing and the OSI model
• Knowledge of firewall, UTM, network security and wireless technologies
• Familiarity with mainstream network equipment such as Cisco, Juniper, Fortinet, Bluecoat, Riverbed, Aruba and Ruckus
• CCNA or CCNP certification is helpful and desired