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IT CUSTOMER SUPPORT ENGINEER
IT CUSTOMER SUPPORT ENGINEER
Ubiquiti (Latvia) SIA
IT CUSTOMER SUPPORT ENGINEER

IT CUSTOMER SUPPORT ENGINEERUbiquiti (Latvia) SIA

Responsibilities

  • Handle advanced technical support issues escalated by the Tier 2 team
  • Work with customers to troubleshoot complex hardware and software issues and provide solutions
  • Ensure customer inquiries are responded to within the established timeframes and customer support service level agreements (SLAs) are achieved
  • Confirm and reproduce product defects and report them to product development teams
  • Closely work with product development teams to address the current support issue trends
  • Document and share product troubleshooting knowledge with the rest of the support team
  • Help provide product training and mentoring to other support team members

Requirements

  • 1-5 years experience in an engineering role, preferably Computer Networking (CCNA level background highly preferred)
  • Good knowledge of TCP/IP, OSI models, Routing & Switching Protocols
  • Overall understanding of networking concepts, DNS, Routing & Switching, DHCP, Firewall, Wireless Technology and other networking hardware
  • Experience working with ticketing and issue tracking software (Zendesk, Jira)
  • Ability to provide accurate diagnosis and suggest resolutions to resolve network issues & outages
  • Ability to follow support processes (ticket updates, incident/problem management, communication with customers)
  • Ability to make decisions and prioritize workflows effectively and handle multiple priorities
  • Excellent spoken and written English
  • Strong written communication and interpersonal skills
  • Strong analytical and problem-solving skills, attention to detail
  • Engineering, Computer Science or a related degree is highly preferred
  • Experience with Ubiquiti products is a plus

What we offer

  • Professional development opportunities in work with new generation products
  • Work with global development teams
  • Medical insurance with sports compensation
  • Pleasant, modern work environment in A-class office
  • Flexible work hours (if necessary) 
  • Snacks and drinks in office