Entry Level Technical Support Engineer

Why Join Us?

We are looking for an Entry Level Technical Support Engineer to join our Support team and provide high-quality technical assistance to customers and partners. In this role, you will work with advanced networking and cybersecurity technologies, troubleshoot challenging technical issues, and play an active role in ensuring a reliable and secure customer experience. You will take part in resolving real-world technical problems across diverse environments, working closely with customers while collaborating with internal teams to deliver effective and professional support.

Key Responsibilities

• Provide first-line technical support to customers and partners via chat, phone, and email.
• Assist customers with basic configuration, troubleshooting, and usage of security and networking solutions.
• Handle support service requests end-to-end, including proper logging, tracking, escalation, and follow-up.
• Perform initial fault isolation and analysis for networking and security-related issues.
• Review logs, traffic captures, and system data to help identify root causes of technical problems.
• Collaborate closely with senior support engineers and internal teams to resolve customer issues effectively.
• Follow established troubleshooting methodologies, documentation standards, and best practices.
• Continuously learn and develop technical skills through training, mentoring, and hands-on experience.

Qualifications

• Graduate of an IT or networking course from a recognized college, or holder of a valid industry-recognized IT or networking certification (e.g., CCNA, Network+, Azure Fundamentals).
• Strong technical orientation and curiosity for technology.
• Basic understanding of networking concepts.
• Excellent written, reading comprehension, and spoken English skills.
• Service-oriented mindset with a genuine interest in supporting customers.
• Strong problem-solving skills and ability to work effectively in a team environment.
• Strong autonomous learning capability with the ability to rapidly adapt to new technologies and evolving environments.
• Customer service experience – an advantage.
• Availability to work Monday–Friday.
• Work schedule includes at least 4 days from the office.
• Commitment to remain within the Technical Support (TAC) organization for a significant period, during which career development opportunities may be available within TAC.

Key skills/competency

• Technical Support
• Cybersecurity
• Networking
• Troubleshooting
• Customer Assistance
• Service Request Management
• Fault Isolation
• Log Analysis
• Team Collaboration
• Continuous Learning