IT CUSTOMER SUPPORT ENGINEER
Ubiquiti - Riga
€ 2500 - 3500
Deadline
2021-03-17
Description
Company
Summary
Responsibilities
- Handle advanced technical support issues escalated by the Tier 2 team
- Work with customers to troubleshoot complex hardware and software issues and provide solutions
- Ensure customer inquiries are responded to within the established timeframes and customer support service level agreements (SLAs) are achieved
- Confirm and reproduce product defects and report them to product development teams
- Closely work with product development teams to address the current support issue trends
- Document and share product troubleshooting knowledge with the rest of the support team
- Help provide product training and mentoring to other support team members
Requirements
- 1-5 years experience in an engineering role, preferably Computer Networking (CCNA level background highly preferred)
- Good knowledge of TCP/IP, OSI models, Routing & Switching Protocols
- Overall understanding of networking concepts, DNS, Routing & Switching, DHCP, Firewall, Wireless Technology and other networking hardware
- Experience working with ticketing and issue tracking software (Zendesk, Jira)
- Ability to provide accurate diagnosis and suggest resolutions to resolve network issues & outages
- Ability to follow support processes (ticket updates, incident/problem management, communication with customers)
- Ability to make decisions and prioritize workflows effectively and handle multiple priorities
- Excellent spoken and written English
- Strong written communication and interpersonal skills
- Strong analytical and problem-solving skills, attention to detail
- Engineering, Computer Science or a related degree is highly preferred
- Experience with Ubiquiti products is a plus
We offer
- Professional development opportunities in work with new generation products
- Work with global development teams
- Medical insurance with sports compensation
- Pleasant, modern work environment in A-class office
- Flexible work hours (if necessary)
- Snacks and drinks in office
Summary
Position
IT CUSTOMER SUPPORT ENGINEER
Location
Riga
Type
Full-time
Deadline
2021-03-17
Company
Ubiquiti
Salary
€ 2500 - 3500 (+ bonuses)
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