Customer Support Engineer

Job Summary - Customer Support Engineer

We are looking for a Customer Support Engineer to provide technical support for broadband and network services. The role involves diagnosing customer issues, resolving technical problems, and working with internal teams to ensure timely service delivery.

Responsibilities

• Provide technical support through phone, email, chat, and ticketing systems.
• Troubleshoot internet connectivity and network-related issues.
• Configure and support routers, Wi-Fi devices, and customer equipment.
• Escalate complex issues to the appropriate technical teams.
• Maintain accurate records of customer interactions and issue resolution.
• Work collaboratively with operations and engineering teams to resolve service requests.
• Meet service quality and response time targets.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Electronics, or a related field, or equivalent experience.
• 1–5 years of experience in technical support, networking, broadband, or telecommunications.
• Knowledge of TCP/IP, DNS, DHCP, routing, and Ethernet.
• Familiarity with broadband technologies such as FTTH or GPON is an advantage.
• Basic knowledge of Linux or Windows operating systems.
• Strong troubleshooting, communication, and customer service skills.

Preferred Skills

• Experience with ticketing systems.
• Networking certifications such as CCNA or equivalent are a plus.
• Ability to work in a collaborative, customer-focused environment.