Network Support Engineer

Wireless Logic; Richmond (VA); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Career development opportunities

Supportive team environment

Flexible scheduling options

Job summary

A fast-growing tech company in Richmond, VA is seeking a Network Support Engineer to provide technical assistance and documentation for global enterprise clients. In this role, you'll troubleshoot network issues, manage support incidents, and contribute to a team focused on customer success. Ideal candidates have a solid understanding of IP networking and problem-solving skills. Cisco certifications and knowledge of WiFi products are advantageous. The position offers professional growth opportunities within a supportive work environment.

Qualifications

• Good understanding of IP networking fundamentals and routing protocols.
• Problem-solving skills on basic network issues.
• Cisco/Juniper certifications are advantageous.
• Knowledge of Peplink, HP Aruba switching.
• Familiarity with WiFi products like Extreme is advantageous.

Responsibilities

• Provide technical expertise including installations and troubleshooting.
• Develop and maintain comprehensive documentation.
• Manage technical testing and virtual global support.
• First line of support for global enterprise customers.
• Take ownership of incident resolution for network support matters.

Job description

Blue Wireless is a global leader in providing Wireless Network Solutions for Global Enterprises. With global coverage in over 80 countries, we are transforming the way LTE/5G and Starlink technology is used for connect branches, remote sites and vessels using wireless solutions.

Headquartered in Singapore with local operations in Australia, Malaysia, Netherlands, UK and United States, Blue Wireless makes the roll‑out of projects a painless and predictable. But technology is only one part of our success story – our "secret sauce" is our people: our creativity, hands‑on attitude, and our willingness to go above and beyond for our customers are what keep us growing, hence continuously looking for new colleagues to join and be part of our journey.

In‑life support for Blue Wireless services is a critical element of the customer lifecycle and success of Blue Wireless as a whole. As our customer base have grown significantly globally, we’re expanding the Global Customer Support (GSC) team in USA with additional Network Support, being part of the larger network team. You will be working closely with our Global Head of Customer Support in Malaysia as well as our Manager Support in Arnhem.

What's on your plate?

• Provide technical expertise including installations, troubleshooting, deployment and configuring routers and other wireless network equipment
• Develop and maintain comprehensive documentation associated with the implemented network
• Managing technical testing and virtual global support via different messaging apps based on clients’ location
• First line of support for our global enterprise customers through voice calls, emails and tickets
• Taking ownership and managing incident resolution for any network support matters according to our SLA from beginning to end
• Troubleshooting network connectivity issues and the ability to explain resolution to our enterprise customers via email
• Providing on-demand technical support via remote and joining troubleshooting conference calls when required
• Collaborating with other network support engineers, most likely from different time zones, to solve network malfunctions

If you

• have a good understanding of IP networking fundamentals and routing protocols
• have problem‑solving skills on basic network issues
• have Cisco/Juniper certifications (a great advantage but not a must)
• have knowledge of Peplink, HP Aruba switching
• have knowledge on WiFi products like Extreme or other related brands will be advantageous
• can communicate clearly and professionally in English, verbally, and in writing. Spanish is very advantageous
• are proactive, adaptable, and a team player, and has no problems assisting customers over the phone
• are able to work on the following schedule 1) 7:00 AM to 3:00 PM or 2) 9:00 AM to 5:00 PM
• 40 hours a week, 5 days a week which can include Saturdays and Sundays
• have the willingness to learn and takes ownership of customer’s issue from start to finish
• are a critical thinker

Joining us is a great opportunity to enhance your professional career globally and make a real impact in a tech company that is growing exponentially in a fast-paced environment. Come grow with us!

You’ll be‑

• Part of a professional international team of networking solution experts
• Given the opportunity to make a difference, in helping with the development of the role and the business
• Offered many career development opportunities as the company grows and evolves
• In a "destination workplace": work with great managers, in an ideal workplace, while doing meaningful work
• Surrounded by highly supportive peers in a healthy working environment