Network Support Engineer

TL;DR

Network Support Engineer (Wireless Networks): Provide in-life technical support for global enterprise wireless services including installations, troubleshooting, deployment, and configuring routers and network equipment with an accent on IP networking fundamentals and incident resolution. Focus on managing SLA-driven support tickets, collaborating across time zones, and explaining solutions to customers.

Location: Richmond, Virginia (Hybrid). Shifts: 7:00 AM–3:00 PM or 9:00 AM–5:00 PM, 40 hours/week including weekends.

Company

Global leader in wireless network solutions for enterprises using LTE/5G and Starlink, headquartered in Singapore with operations in Australia, Malaysia, Netherlands, UK, and US.

What you will do

• Provide technical expertise for installations, troubleshooting, deployment, and configuring routers and wireless network equipment
• Develop and maintain documentation for implemented networks
• Manage technical testing and virtual global support via messaging apps
• Handle first-line support for enterprise customers via calls, emails, and tickets
• Own incident resolution from start to end per SLA, including connectivity troubleshooting
• Collaborate with network engineers across time zones to resolve malfunctions

Requirements

• Good understanding of IP networking fundamentals and routing protocols
• Problem-solving skills for basic network issues
• Ability to communicate clearly in English (verbal and written)
• Proactive, adaptable team player comfortable with phone support
• Willingness to work 40 hours/week, 5 days including Saturdays/Sundays on specified shifts
• Critical thinker with ownership mindset for customer issues

Nice to have

• Cisco/Juniper certifications
• Knowledge of Peplink, HP Aruba switching
• Knowledge of WiFi products like Extreme
• Spanish language skills

Culture & Benefits

• Part of international team of networking experts
• Hybrid working approach with office collaboration
• Career development opportunities in growing company
• Supportive peers and healthy work environment
• Focus on diversity, equity, and inclusion