Technical Support Engineer

The Support Engineer (ADHOC) plays a crucial role in providing technical assistance to customers, resolving technical issues, and ensuring the smooth operation of our products and services on an as-needed basis. This position is ideal for individuals who prefer flexible working hours and can respond to urgent technical matters as they arise.We are specifically seeking someone with Level 2 networking experience and a strong background working with Meraki firewalls.Key Responsibilities:Technical Support: Provide timely and effective technical support to customers and end-users on an ad-hoc basis, addressing queries, troubleshooting issues, and resolving problems to their satisfaction.Issue Resolution: Diagnose and resolve technical issues via phone, email, chat, or remote assistance. Accurately document each interaction in the support ticketing system.Escalation: Escalate complex technical issues to the appropriate teams or senior engineers when necessary, ensuring timely resolution and minimal disruption to the customer.Customer Communication: Maintain clear, professional communication with customers, keeping them informed about the status of their support requests.Product Knowledge: Stay up to date with company products and services, expanding technical knowledge to assist customers effectively.Documentation: Create and maintain technical documentation, including FAQs, knowledge base articles, and troubleshooting guides.Quality Assurance: Participate in quality assurance processes to identify recurring issues and suggest improvements for product reliability and usability.Ad-Hoc Support: Be available for ad-hoc or on-call support during non-standard business hours, including weekends and holidays, as needed.Customer Education: Help educate customers about product features, best practices, and self-service resources.Feedback and Improvement: Gather customer feedback and communicate recurring issues to the development and product teams.Qualifications:Bachelor’s degree in a relevant field or equivalent work experience.Proven experience in technical support, customer service, or a related field.Must have hands-on experience with Meraki firewalls.Level 2 networking experience required.Strong problem-solving skills and analytical thinking.Excellent communication and interpersonal skills.Proficiency in using support ticketing systems and remote support tools.Familiarity with relevant software, hardware, and operating systems.Ability to work independently and adapt to a flexible schedule.Willingness to learn and stay updated on emerging technologies.Preferred Qualifications:Industry certifications such as CompTIA Network+, CCNA, or similar.Previous experience in an ad-hoc or field support role.Familiarity with the company’s products or services.Please note: This is ad-hoc work with varying hours, days, and clients. All qualified Engineers and Technicians are encouraged to apply!