First Line Network Support Engineer

A First Line Network Support Engineer is responsible for providing initial technical support and troubleshooting for network-related issues. They act as the first point of contact for customers or internal teams experiencing network problems, diagnosing and resolving issues where possible, or escalating more complex problems to higher-level engineers.

Position Title: First Line Network Support Engineer

Key Responsibilities:

• Provide first-line technical support for network-related issues via phone, email, or chat.
• Troubleshoot and diagnose common network problems (e.g., connectivity issues, slow performance, device configuration).
• Assist with basic configurations and maintenance of network hardware and software (routers, switches, firewalls, etc.).
• Ensure all incidents and requests are logged accurately in the support ticketing system.
• Perform basic checks on network devices, connectivity, and performance using diagnostic tools.
• Escalate unresolved or complex issues to second-line support or specialized engineers.
• Provide timely updates and resolutions to customers or internal users.
• Follow up on open incidents and requests to ensure customer satisfaction and resolution.
• Maintain accurate documentation of processes, procedures, and resolutions for future reference.
• Collaborate with other teams, including system administrators, to ensure network issues are resolved efficiently.
• Monitor and report on common network issues to help improve service quality.

Skills & Qualifications

• Basic knowledge of networking protocols and concepts (TCP/IP, DNS, DHCP, etc.).
• Familiarity with common networking hardware (routers, switches, firewalls, access points).
• Experience with network monitoring and diagnostic tools (e.g., Ping, Traceroute, Wireshark).
• Good understanding of network security practices and firewalls.
• Strong communication skills and the ability to explain technical issues to non-technical users.
• Problem-solving ability and attention to detail.
• Ability to work in a fast-paced environment and prioritize tasks effectively.
• Previous experience in a technical support role is desirable.
• Relevant certifications (e.g., CompTIA Network+, CCNA) are a plus.

Working Conditions

• Typically office-based with the possibility of remote support.