L1 Network Support Engineer, NOC (WFH)

Job Description About the role We are seeki ng an experienced Network Support Engineer to join our team. Your new role has a strong focus on maintaining customer satisfaction by proactively ensuring customer IT infrastructure and systems remain operational. Primary objective is to ensure zero missed service level agreement conditions; first line support for standard and low complexity incidents and maintains the Networking environmental and monitoring equipment. Candidates seeking an efficient, customer-focused engineer looking to grow with Nexon as we continue to expand our national presence are encouraged to apply. Key Responsibilities: · Serve as the first point of contact for customers seeking assistance over the phone, email, or ticket · Perform remote troubleshooting through diagnostic techniques and pertinent questions · Determine the best solution based on the issue and details provided by customers · Walk the customer through the problem-solving process · Direct unresolved issues to the next level of support personnel · Provide accurate information on products or services · Record events and problems and their resolution in logs · Follow-up and update customer status and information · Pass on any feedback or suggestions from customers to the appropriate internal team · Identify and suggest possible improvements on procedures Qualifications and Requirements Skills and Experience: Must Have: · Technical or College Degree in Information Technology, or related field, and/or networking certifications (CCNA desirable) · Outstanding customer service skills and a dedication to the 'Customer Service Experience’ · Ability to work within a team in a fast-paced and constantly changing environment · Ability to follow instructions from the Management team and senior colleagues · Ability to work a rotating roster · Excellent work ethic and attitude · Ability to multi-task (e.g., answer additional calls while already working on an issue) · Understanding of networking protocols · Basic level understanding of Cisco Routing and Switch/Data networking skill, including DHCP, QoS, IP routing protocols. · Solid understanding of network & security technologies · Ability to quickly learn new or unfamiliar technology and products using documentation and internet resources. Desirable: · Previous help/service desk experience is preferred but not required About You: · Client-focused with a commitment to excellent customer service · Ability to work autonomously and as part of a team environment with strong communication and collaboration skills · A strong sense of ownership, the ability to communicate effectively with clients and internal staff across all aspects of the business · Excellent time management skills, attention to detail and process oriented Perks and Benefits PERKS & BENEFITS ✔ Comprehensive health and life insurance starting on your 16th day of employment, including coverage for one free dependent ✔ Flexible leave credits that can be used for vacation, emergencies, and sick leave ✔ Quarterly perks boxes for WFH staff, filled with groceries and snacks to keep you fueled ✔ Exciting Mid-Year Parties with giveaways and cash prizes! ✔ Endless opportunities for career advancement ✔ We set you up for success with a company-provided PC/laptop and fiber internet connection ✔ Tech-on-Wheels support ✔ Join our CS Social Clubs and Special Interest Groups to connect with colleagues ✔ International career growth and networking opportunities ✔ Unlimited cash incentives for successful referrals ✔ In-house psychiatrist available to support employees' well-being ✔ Become part of the Employee Share Units program ✔ Cloudstaff Dream Points – redeemable for useful items like appliances, kitchen gadgets, and more CLOUDSTAFF: BUILD YOUR CAREER, ANYWHERE Established in 2005, Cloudstaff is a leading outsourcing company that empowers businesses to thrive through smarter talent solutions. We're passionate about creating a work environment that fosters your professional growth and overall well-being. WHY CLOUDSTAFF IS THE #1 WORKPLACE? • Award-winning Culture: We're committed to building the #1 Workplace Everywhere, with a proven track record of staff engagement initiatives and industry recognition • Invest in You: We support your development through comprehensive training programs, mentoring and opportunities for career advancement • Thrive as an Individual: We offer a strong work-life balance with flexible schedules, meaningful perks and a collaborative team environment.