Network Support Engineer - Level 1

Key Responsibilities
Respond to incoming network support requests via ticketing systems, phone, email, or chat.
Provide first-line troubleshooting for connectivity issues including Wi-Fi, VPN, LAN, internet access, shared drives, IP conflicts and slow network performance.
Coordinate with EUC, Helpdesk and senior Network Engineering teams when issues require cross-functional or advanced technical support.
Inspect and verify physical network connections, switch ports, cables and link status.
Perform basic troubleshooting of wireless connectivity issues, including SSID visibility, weak signals and coverage-related problems.
Assist with racking, stacking, cabling, patching and basic installation of network equipment under supervision or guided instructions.
Trace, organize and maintain Ethernet cables, patch panels and network rack infrastructure.
Perform authorized restarts of network interfaces or devices in accordance with established procedures and permissions.
Document and record changes to network ports, patch panels, cables, physical layouts and network hardware.
Maintain network closets and server rooms in a clean, organized, safe and secure condition.
Accurately document incidents, troubleshooting activities and resolutions within the appropriate ticketing system.

Ideal Candidate
Associate or Bachelor’s degree in Computer Information Systems, Networking, IT or a related technical field, or equivalent hands-on experience.
Experience in Level-1 Network Support, IT Support, Helpdesk, Desktop Support or Network Operations.
Fundamental understanding of TCP/IP, DHCP, DNS, VLANs, Ethernet and Wi-Fi.
Familiarity with enterprise switches, VPN clients, patch panels and Cat5e/Cat6 cabling.
Hands-on understanding of basic racking, stacking, cable tracing and patching.
Strong troubleshooting and problem-solving skills.
Excellent communication skills and ability to coordinate with end users and remote technical teams.
Strong attention to detail, particularly around physical infrastructure, documentation and network-room organization.
English proficiency preferred.