Network Engineer

About The CompanyMovate is a leading global provider of innovative customer experience solutions, dedicated to transforming the way businesses connect with their customers. With a strong focus on technology-driven services, Movate specializes in delivering comprehensive support, technical troubleshooting, and consulting services across various industries. Our commitment to excellence and continuous innovation has positioned us as a trusted partner for organizations seeking to enhance their operational efficiency and customer satisfaction. We foster a dynamic and inclusive work environment that encourages professional growth and values diversity at every level.About The RoleWe are seeking a highly skilled and detail-oriented Technical Support Specialist to join our team at Movate. In this role, you will be responsible for diagnosing and troubleshooting Level 1 technical issues reported by customers, ensuring prompt and effective resolution to maintain high customer satisfaction. You will serve as the first point of contact for international clients, interfacing with them to understand their technical concerns and providing clear, professional guidance. The ideal candidate will possess a strong understanding of networking protocols, troubleshooting methodologies, and customer communication best practices. Your role will involve documenting all interactions meticulously in our CRM system, escalating complex issues to higher support levels when necessary, and collaborating with cross-functional teams to deliver seamless technical support.QualificationsProven experience in technical support or network troubleshooting roles, preferably in a customer service environment.Strong understanding of OSI model layers, with the ability to diagnose issues across different levels.Comprehensive knowledge of TCP/IP protocols, including windowing, handshake mechanisms, and IP header structures.Familiarity with MAC address structures, MAC address tables, and switch operations.Understanding of ARP, routing tables, DHCP, and their roles in network communication.Experience with subnetting, VLANs, VTP, 802.1q, STP, RIP, OSPF, and other networking concepts.Excellent problem-solving skills with a methodical troubleshooting approach from Layer 1 to Layer 7 of the OSI model.Strong communication skills, with the ability to interface effectively with international customers.Proficiency in documenting technical issues and resolutions in CRM systems.Relevant certifications such as CCNA, CompTIA Network+, or equivalent are preferred.ResponsibilitiesDiagnose and troubleshoot all Level 1 customer issues related to network connectivity, product errors, codes, and configurations.Provide clear and professional technical guidance to customers, ensuring their issues are resolved satisfactorily.Document all customer interactions, troubleshooting steps, and resolutions accurately in the CRM system.Interface with international clients to understand their technical concerns and deliver effective solutions.Escalate complex or unresolved issues to Level 2 or Level 3 support teams in a timely manner, ensuring smooth handoff.Maintain up-to-date knowledge of networking protocols, tools, and best practices to enhance troubleshooting efficiency.Participate in ongoing training and development programs to stay current with emerging technologies and support techniques.Collaborate with cross-functional teams to improve support processes and customer experience.Adhere to company policies and procedures, maintaining high standards of professionalism and customer service.BenefitsAt Movate, we believe in investing in our employees and fostering a rewarding work environment. Benefits include competitive salary packages, comprehensive health insurance plans, and paid time off to promote work-life balance. We offer opportunities for professional development through training programs, certifications, and career advancement pathways. Our inclusive culture encourages diversity and collaboration, ensuring every team member feels valued and empowered. Additionally, employees enjoy a modern work environment equipped with the latest technology, flexible working arrangements, and employee wellness initiatives designed to support overall well-being.Equal OpportunityMovate is an equal opportunity employer committed to fostering an inclusive workplace. We do not discriminate based on race, religion, gender, age, sexual orientation, disability, or any other protected characteristic. We believe that diversity enriches our organization and drives innovation. All qualified applicants will be considered for employment based on merit and business needs. We are dedicated to creating a workplace where everyone feels respected, valued, and empowered to contribute their best.