Provide technical assistance to customers via phone, email, or live chat
Diagnose and troubleshoot networking hardware and software issues (e.g., routers, switches, firewalls, wireless systems).
Document and escalate complex issues to higher-level support or engineering teams as necessary.
Maintain knowledge of networking technologies, protocols (TCP/IP, DNS, DHCP), and industry standards.
Guide customers through setup, configuration, and maintenance of networking equipment.
RMA Management
Manage the entire RMA process, including issuing RMA numbers, coordinating returns, and tracking replacements
Inspect and assess returned networking equipment to determine faults and verify warranty status
Work with vendors to process defective units and ensure replacements are shipped promptly
Maintain records of RMAs, including customer communications and unit status updates.
Customer Communication
Serve as the primary point of contact for customers experiencing technical issues
Ensure that customer inquiries are resolved efficiently and follow up with customers on issue resolution
Educate customers on best practices for network maintenance and troubleshooting
Collaboration & Reporting
Collaborate with sales teams, product management, and engineering teams to provide customer feedback on recurring issues
Maintain accurate documentation of support cases, RMA processes, and solutions for future reference.
Create reports to track common technical issues and the efficiency of the RMA process.
Continuous Improvement
Identify areas for improvement in the support and RMA processes and suggest changes to enhance efficiency
Stay up to date with new networking products and technologies to provide better support to customers
Job Requirements
Position Title: Network Engineer for Technical Support The RMA (Return Merchandise Authorization) and Technical Support Engineer for Networking is responsible for handling customer support, troubleshooting, and resolving issues related to networking equipment. This role includes managing the RMA process, providing technical support, and ensuring customer satisfaction through timely and effective solutions. The engineer will work closely with customers, vendors, and internal teams to ensure smooth operations and issue resolution
Required Qualifications
Bachelors degree in Computer Science, Information Technology, or a related field, or equivalent practical experience
Strong knowledge of networking technologies, protocols (example Ethernet, IP routing, VPN), and troubleshooting techniques
Experience with RMA processes and technical support for networking equipment
Ability to troubleshoot hardware and software issues and recommend solutions
Excellent communication skills, both verbal and written
Customer-focused mind-set with a passion for solving problems
Networking Fundamentals: Understanding of network types (LAN, WAN, others); Knowledge of OSI and TCP/IP models; Basic networking protocols (TCP, UDP, IP);
Hardware Knowledge: Familiarity with networking devices (routers, switches, firewalls); Understanding of cabling standards (Ethernet, fiber optics)
Job Benefits
We offer a competitive salary package and opportunities for career growth within our dynamic and expanding organization. If you have the required experience, skills, and enthusiasm for networking solutions sales, we invite you to join our team
