Level 1 IT Help Desk Support Engineer in a collaborative environment for an MSP. Supporting diverse clients, troubleshooting issues, and ensuring high service quality.
About the role
- Network Support Engineer providing Tier 1 and Tier 2 support for Zenlayer’s global network. Ensuring quick resolution of customer issues in a hybrid working environment.
Responsibilities
- Provide Tier 1 and Tier 2 network support by opening, troubleshooting, and resolving customer and internal tickets
- Diagnose and resolve network issues including congestion, routing changes, hardware failures, and vendor related incidents
- Configure, provision, and maintain top-of-rack switches, core Layer 3 switches/routers, and SDN services
- Monitor network infrastructure, respond to alerts, and ensure issues are addressed within defined SLAs
- Maintain the integrity, reliability, and performance of Zenlayer’s global network
- Create, update, and improve network support documentation, procedures, and operational processes
- Participate in on call rotations and provide after-hours and weekend support as needed
- Collaborate with internal teams to plan, research, and design resilient network architectures for IT projects
- Track, escalate, and manage incidents to resolution while providing clear and timely communication to customers
Requirements
- Minimum 3 years of hands-on networking experience
- Current CCNA certification or equivalent practical experience
- Strong understanding of networking fundamentals including TCP/IP, routing, switching, STP, VLAN/VXLAN, and firewalls
- Experience working with Juniper EX, Centec, and Cisco switches
- Background supporting customer environments in a helpdesk or NOC-style support role
- Excellent customer service skills with the ability to communicate technical concepts clearly and professionally
- Exceptional attention to detail, including documentation and written communication
- Ability to troubleshoot complex technical issues under pressure in a fast-paced environment
- Strong multitasking, prioritization, and time-management skills
- Self-motivated, team-oriented, and able to work independently with minimal supervision
- Availability to work nights and weekends as part of on-call rotation
- Working knowledge of Microsoft Office Suite
- Familiarity with SDN technologies (e.g., OpenFlow) is a plus
- Mandarin bilingual proficiency is required
Benefits
- Hybrid work schedule
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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