Technical Support Engineer
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Key skills for this role
About the Role
Accelerec Ltd. is seeking a Technical Support Engineer for L1/L2 support, troubleshooting network and system issues. The ideal candidate has 1-3 years of experience, basic networking knowledge, and familiarity with Cisco, MikroTik, or similar technologies.
Key Skills for This Role
Responsibilities
- Provide L1/L2 technical support for user, system, and network related issues
- Troubleshoot connectivity issues including LAN, WAN, Wi Fi, VPN, and internet access
- Assist users with access issues, IP configuration, device setup, and basic hardware/software problems
- Monitor system and network performance and respond to alerts or reported issues
- Log, track, and update support tickets, ensuring timely follow up and closure
- Escalate complex technical issues to senior technical teams when required
- Support configuration and basic troubleshooting of routers, switches, firewalls, and access points
- Coordinate with ISPs, vendors, and internal teams for issue resolution or service requests
- Maintain basic technical documentation, troubleshooting steps, and support records
- Ensure users receive clear updates and professional support throughout the resolution process
Requirements
- Bachelor's degree in Computer Science, IT, Telecom, or a related field
- 1 3 years of relevant technical support, IT support, or network support experience
- Good understanding of TCP/IP, DHCP, DNS, NAT, VLANs, and basic routing concepts
- Good hands on knowledge of routers, switches, firewalls, and Wi Fi access points
- Familiarity with Cisco, MikroTik, Ubiquiti, HP, Huawei, Fortinet, Sophos, or similar technologies
- Experience with ticketing systems and technical support processes
- Proficiency in English
- Certifications such as CCNA, MTCNA, JNCIA, or similar preferred
Full Job Posting
Position Overview
- Our client Primealley is looking for a Technical Support Engineer to provide L1/L2 technical support, troubleshoot user and system issues, and ensure timely resolution of support requests.
Key Responsibilities
- Provide L1/L2 technical support for user, system, and network related issues.
- Troubleshoot connectivity issues including LAN, WAN, Wi Fi, VPN, and internet access.
- Assist users with access issues, IP configuration, device setup, and basic hardware/software problems.
- Monitor system and network performance and respond to alerts or reported issues.
- Log, track, and update support tickets, ensuring timely follow up and closure.
- Escalate complex technical issues to senior technical teams when required.
- Support configuration and basic troubleshooting of routers, switches, firewalls, and access points.
- Coordinate with ISPs, vendors, and internal teams for issue resolution or service requests.
- Maintain basic technical documentation, troubleshooting steps, and support records.
- Ensure users receive clear updates and professional support throughout the resolution process.
Required Skills & Knowledge
- Good understanding of TCP/IP, DHCP, DNS, NAT, VLANs, and basic routing concepts.
- Good hands on knowledge of routers, switches, firewalls, and Wi Fi access points.
- Familiarity with Cisco, MikroTik, Ubiquiti, HP, Huawei, Fortinet, Sophos, or similar technologies.
- Experience with ticketing systems and technical support processes.
- Basic knowledge of network monitoring tools such as PRTG, Zabbix, or SolarWinds is preferred.
- Good understanding of cybersecurity and IT best practices.
Preferred Qualifications
- Bachelor’s degree in Computer Science, IT, Telecom, or a related field.
- 1–3 years of relevant technical support, IT support, or network support experience.
- Certifications such as CCNA, MTCNA, JNCIA, or similar will be preferred.
- Proficiency in English. Fluency in Urdu/Hindi/Arabic is a plus.
Soft Skills
- Strong troubleshooting and analytical skills.
- Good communication skills for dealing with users and vendors.
- Ability to work independently and as part of a team.
- Good time management and task prioritization.
- Professional attitude and willingness to learn.
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