Technical Support Representative (Network Administration)

TL;DR

Technical Support Representative (Networking): Providing world-class customer support for network management software with an accent on technical troubleshooting and customer consultation. Focus on solving complex network issues, managing support tickets within SLG, and collaborating with development teams to resolve critical cases.

Location: Manila, Philippines

Company

A people-first company providing simple, powerful, and secure solutions to help customers accelerate business transformation.

What you will do

• Perform technical troubleshooting via phone, email, and remote sessions for global customers.
• Manage and work support tickets using CRM systems following industry best practices.
• Coordinate issue resolution with Advanced Support Teams and escalate according to guidelines.
• Author and edit technical articles for the internal and external Knowledgebase.
• Collaborate with Tier 1 and Development teams to ensure prompt case resolution and mentoring.

Requirements

• At least 2 years of experience in Network or System Administration.
• Experience with installation and administration of medium to large multi-server environments.
• Proven experience administering network devices including routers, firewalls, switches, or wireless APs.
• Proficiency with Windows Server 2012 or above and common network services (DNS, IIS, Apache).
• Solid understanding of TCP/IP, SMTP, FTP, HTTP, SNMP, API, and SSH.
• Experience working in a 24/7/365 environment.

Nice to have

• Working knowledge of MS SQL databases.
• Professional certifications such as Network+, CCENT, CCNA, or MCSE.
• Valid hirify.global Certification (SCP).
• Bachelor's degree in Computer Science.