Network Administrator

Job Description

We are looking for a skilled and customer-focused Network (Support) Engineer to join our IT and Networking team. The ideal candidate will be responsible for providing end-to-end technical support, troubleshooting network-related issues, and ensuring smooth functioning of internet, Wi-Fi, and IT infrastructure.

This role requires strong technical knowledge in networking, excellent problem-solving skills, and the ability to communicate effectively with clients while maintaining a positive and professional attitude.

Key Responsibilities

Customer Support & Issue Ownership

• Take complete ownership of customer-reported technical issues and ensure resolution within defined timelines
• Act as the first point of contact for network and IT-related problems
• Maintain a customer-first approach while handling issues professionally

Troubleshooting & Issue Resolution

• Research, diagnose, troubleshoot, and identify solutions for technical and network-related issues
• Diagnose and resolve issues related to:
  • ISP installations
  • Network connectivity
  • Routers, switches, and Wi-Fi devices
  • Account setup and network configuration
• Ask targeted and relevant questions to quickly identify the root cause of issues

Network & ISP Operations

• Handle basic ISP installation and monitoring activities
• Support networking infrastructure including LAN, routers, switches, firewalls, and Wi-Fi access points
• Monitor network performance and proactively identify potential issues

Ticket Management & Escalation

• Log, track, and manage all support tickets using ticketing tools
• Ensure all issues are properly documented and updated
• Follow standard operating procedures for issue resolution
• Escalate unresolved or complex issues to appropriate internal teams such as network specialists or software developers

Customer Communication

• Guide clients step-by-step through troubleshooting processes via phone, email, or chat
• Provide prompt, clear, and accurate feedback to customers
• Ensure customers are informed about issue status and resolution progress

Post-Resolution Follow-up

• Follow up with clients after issue resolution to confirm systems are fully functional
• Ensure customer satisfaction and maintain strong client relationships

Documentation & Reporting

• Prepare accurate and timely technical reports
• Document solutions, troubleshooting steps, and technical knowledge in the form of notes, guides, and manuals
• Refer to internal knowledge bases or external resources to deliver accurate technical solutions

Work Management

• Prioritize and manage multiple open tickets simultaneously
• Ensure adherence to service level agreements (SLAs)
• Maintain a friendly and professional relationship with clients at all times

Requirements & Qualifications

Experience

• Proven experience as a Technical Support Engineer, Network Support Engineer, or IT Help Desk Technician
• Hands-on experience working with ISPs (Internet Service Providers)
• Strong knowledge of TCP/IP networking and internet technologies

Technical Skills

• Hands-on experience with:
  • Wi-Fi technologies and troubleshooting
  • LAN networking
  • Routers, switches, and basic firewall configuration
  • Network monitoring tools
• Ability to diagnose and resolve basic to intermediate technical issues
• Familiarity with remote desktop tools and help desk/ticketing software

Education

• B.Sc in Computers / Electronics or equivalent degree
• Bachelor’s degree in Information Technology, Computer Science, or related field is preferred

Soft Skills

• Excellent problem-solving abilities
• Strong verbal and written communication skills
• Ability to explain technical solutions clearly to non-technical users
• Customer-focused mindset with a positive attitude
• Ability to work independently as well as in a team

Key Skills

LAN, Network Support, Wi-Fi, Switching, Routing, Routers, Firewalls, TCP/IP, ISP Networking, CCNA (Preferred), Ticketing Tools, Technical Support