Enterprise L1 Support Engineer – Networking & Remote Help

Socket.dev

United States

Remote

USD 55,000 - 85,000

Full time

5 days ago

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Job summary

Socket.dev is seeking a Technical Support Engineer to provide enterprise-level assistance. You will diagnose and troubleshoot basic software and hardware problems, escalate unresolved issues to L2, and communicate solutions via email, chat, and phone.

The role involves monitoring device health, remote troubleshooting, and creating clear technical documentation for customers. Ideal candidates show strong problem-solving, excellent communication, and ITIL familiarity, with ability to support 24x7

Qualifications

Excellent problem-solving skills and documentation skills.
Proven customer service skills.
Familiarity with Information Technology Infrastructure Library (ITIL) methodologies.
Good communication skills (verbal and written) and the ability to work within a 24x7 support environment.

Responsibilities

Address users' tickets regarding hardware, software, and networking.
Knowledge of system security (e.g., intrusion detection systems) and data backup and recovery.
Maintains and administers computer networks and related computing environments.
Has Hands-on experience in networking, routing, and switching.
Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
Manage file servers and printer servers.
Manage hardware and software assets.
Ability to create accurate network diagrams and documentation for designing and planning network communication systems.
Handling Outlook and mailbox-related issues.
Assist users in connecting to video conferencing applications such as Zoom, Webex, etc.
Walk customers through installing applications and computer peripherals.
Ask targeted questions to diagnose problems.
Conduct remote troubleshooting.