Tailored Work-Life Harmony Unlimited Growth Potential Wellbeing and Belonging As the Network Engineer, your role is responsible for providing a professional second-line technical support service to clients by proactively identifying and resolving technical incidents and problems. Through preemptive service incident and resolution activities, this role will restore service to clients by managing incidents and seeing them through to an effective resolution. Primary objective is to ensure all requests, process events and resolution incidents result in zero missed SLA conditions. The role is responsible for managing incidents of medium complexity. Key Responsibilities Serve as the second point of contact for customers seeking assistance over the phone, email, or ticket Undertake and manage in depth 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 team leader 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 Ensure that assigned infrastructure at the client site is configured, installed, tested and operational. Develop detail work instructions for L1 Engineers to follow and complete requests, process events, and resolve incidents Providing mentoring to Level 1 Responsible for service requests and core network configuration of customer tails; supplying customer configuration information in service completion advice are essential Ensure Cutovers are picked up and actioned correctly across the PE and NOC Teams Configuration and maintenance of customer facing devices, upgrade and patching Requirements Must Have: Technical or College Degree in Information Technology, or related field, and/or networking certifications (CCNA desirable) Experience installing/configuring routers, switches, VPNs, firewalls (Cisco, Sophos, Palo Alto, Meraki) 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 Good understanding of Cisco Routing and Switch/Data networking skill, including DHCP, QoS, IP routing protocols. Good understanding of network & security technologies Ability to quickly learn new or unfamiliar technology and products using documentation and internet resources. Desirable: 2-5 years of relevant experience as a network engineer including phone, remote support, and hands on Why Nexon? At Nexon, we offer more than just a job. We provide a supportive work culture with the following benefits: Tailored Work-Life Harmony: Embrace a personalised work experience with our Hybrid Working model, allowing you to balance professional success with personal well-being. Unlimited Growth Potential: Fuel your career aspirations with endless professional development opportunities, clear advancement pathways, and enticing employee referral bonuses. Your success is our priority. Wellbeing and Belonging: Experience a culture that cares – from Mental and Physical Health initiatives, fun-filled Anniversary Celebrations, to engaging in Community Giving. We prioritise Diversity & Equity, creating an inclusive workforce where everyone thrives.