Experience Level: Entry-Level (0–1 Year)
Education: Bachelor's Degree in a relevant engineering or IT field
Working Hours: Rotational shifts
- Shift A: 11:00 AM – 7:00 PM
- Shift B: 7:00 PM – 3:00 AM
Job Summary
The Associate Customer Support Engineer is responsible for providing technical support and troubleshooting assistance for Cisco Meraki products and networking solutions. The role involves diagnosing and resolving basic product and network-related issues, performing initial troubleshooting, and utilizing laboratory environments to reproduce, investigate, and resolve technical problems.
The successful candidate will work under the guidance of experienced engineers, follow established procedures, and develop their technical knowledge and problem-solving skills while delivering effective technical support.
Duties and Responsibilities
- Troubleshoot and resolve basic, low-complexity technical issues related to networking products and solutions.
- Perform initial network diagnostics and troubleshooting to identify and address common connectivity and configuration issues.
- Utilize basic laboratory setups to reproduce, investigate, and troubleshoot reported technical problems.
- Follow established technical procedures, guidelines, and standard practices when handling support cases.
- Collaborate with senior engineers and team members to investigate issues and obtain guidance when needed.
- Document troubleshooting steps, findings, and resolutions accurately.
- Escalate complex or unresolved technical issues to the appropriate support teams when necessary.
- Continuously develop technical knowledge of networking fundamentals, product functionality, and troubleshooting methodologies.
- Apply feedback and coaching to improve technical performance, communication, and customer support skills.
Qualifications and Requirements
Education
- Bachelor's degree in Information Technology, Network Engineering, Computer Engineering, Communications Engineering, or a related field.
- A degree in a relevant field is preferred.
Experience
- 0–1 year of experience in technical support, networking, IT, or a related field.
- Fresh graduates are encouraged to apply.
- Previous exposure to networking concepts or technical troubleshooting is an advantage.
Technical Skills
- Basic understanding of networking fundamentals, including IP addressing, routing, switching, and network connectivity.
- Ability to analyze, configure, and troubleshoot small-scale networks.
- Basic knowledge of network diagnostics and troubleshooting methodologies.
- Familiarity with Cisco networking technologies or networking certifications, such as CCNA, is an advantage.
- Ability to identify technical issues, follow troubleshooting procedures, and seek guidance when necessary.
Professional Skills
- Good written and verbal communication skills in English.
- Strong analytical thinking and problem-solving abilities.
- Good organizational, planning, and prioritization skills.
- Strong interpersonal and teamwork skills.
- Ability to learn quickly, adapt to changing requirements, and work effectively in a dynamic technical environment.
- Willingness to receive constructive feedback, follow coaching instructions, and continuously improve.
- Ability to work independently on assigned tasks while recognizing when assistance or escalation is required.
Working Hours
The role follows a two-shift schedule to support operational requirements:
- Shift A: 11:00 AM – 7:00 PM
- Shift B: 7:00 PM – 3:00 AM
Candidates should be comfortable working either shift, based on team requirements.
