Remote Level 2 Network Support Engineer

NETGEAR, Inc.; Cork; On-site; EUR 40,000 - 60,000; Full time

Job summary

NETGEAR, Inc. in Ireland seeks a Level 2 Technical Support Engineer to deliver technical assistance to business customers across networking products.

You will handle moderately complex problems, manage support cases, and escalate to L3 when needed. Responsibilities include frontline support for NETGEAR switches, access points, routers, NAS devices, NETGEAR Insight, and Exium; diagnose wired/wireless issues; document findings; and collaborate with teams to ensure timely resolutions.

Qualifications

• 3+ years in technical support, preferably networking-focused.
• Fluency in French or German in addition to English.
• Solid understanding of wired and wireless networking fundamentals.
• Familiarity with remote diagnostic tools and ticketing systems.
• Strong communication and interpersonal skills with a customer-first mindset.
• Ability to manage multiple priorities and perform under pressure.
• Team-oriented, adaptable, and eager to learn.
• Bachelor's degree in Information Technology, Engineering, or a related field or equivalent hands-on experience.

Responsibilities

• Provide front-line support via phone, email, and chat for NETGEAR switches, access points, business routers, NAS devices, NETGEAR Insight, and Exium (NETGEAR's SASE security platform).
• Diagnose and resolve moderately complex wired and wireless networking issues using structured troubleshooting methodologies.
• Escalate complex or unresolved issues to L3 engineers and collaborate to ensure timely resolution.
• Communicate clearly and empathetically with customers of varying technical levels, delivering a professional and solution-oriented experience.
• Manage a queue of support tickets and ensure timely resolution.
• Collaborate with peers and cross-functional teams to resolve issues and share knowledge.
• Document troubleshooting steps, findings, and resolutions in internal systems.
• Meet and exceed targets for customer satisfaction, productivity, and quality.
• Identify recurring issues and contribute to process and product improvements.
• Stay current with NETGEAR products, tools, and networking fundamentals.

Skills

Fluency in French or German

Networking fundamentals

Strong communication

Customer-first mindset

Ability to manage multiple priorities

Team-oriented

Bachelor's degree in IT/Engineering

Education

Bachelor's degree in Information Technology, Engineering, or related field

Tools

Remote diagnostic tools

Ticketing systems

Job description

NETGEAR, Inc. in Ireland seeks a Level 2 Technical Support Engineer to deliver technical assistance to business customers across networking products.

You will handle moderately complex problems, manage support cases, and escalate to L3 when needed. Responsibilities include frontline support for NETGEAR switches, access points, routers, NAS devices, NETGEAR Insight, and Exium; diagnose wired/wireless issues; document findings; and collaborate with teams to ensure timely resolutions.