L2 Technical Support Engineer

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NETGEAR

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1996

🔧 Hardware

🛍️ eCommerce

📡 Telecommunications

Hardware • eCommerce • Telecommunications

NETGEAR is a technology company that specializes in networking products, including WiFi routers, mesh systems, cable modems, and mobile hotspots. They provide solutions for both home and business networking, with a focus on enhancing connectivity through innovative products such as Orbi and Nighthawk routers. NETGEAR also offers security software, parental controls, and support services to ensure optimal performance and safety of users' internet connections.

📋 Description

• Provide front-line support via phone, email, and chat for NETGEAR switches, wireless access points, business routers, NAS devices, NETGEAR Insight, and Exium. • Diagnose and resolve moderately complex wired and wireless networking issues. • Apply structured troubleshooting methodologies, follow established procedures, and escalate complex or unresolved issues to L3 Technical Support Engineers when required. • Collaborate with L3 engineers to support efficient resolution of escalated cases. • Communicate clearly with customers of varying technical levels, ensuring a smooth and professional support experience. • Deliver a customer-focused, empathetic, and solution-oriented experience. • Manage a queue of support tickets, ensuring timely and accurate resolution. • Collaborate with peers, senior engineers, and cross-functional teams to resolve issues and share knowledge. • Document troubleshooting steps, findings, and resolutions clearly in internal systems. • Strive to exceed targets for customer satisfaction, productivity, and quality. • Identify recurring issues and contribute to process and product improvements. • Stay up to date with NETGEAR products, tools, and networking fundamentals.

🎯 Requirements

• Solid understanding of wired and wireless networking fundamentals (protocols, topologies, and technologies). • Strong analytical and troubleshooting skills for both wired and wireless networking issues. • Familiarity with remote diagnostic tools and ticketing systems. • Fluency in Korean (required). • Professional working proficiency in English (spoken and written). • Bachelor’s degree in Information Technology, Engineering, or a related technical field. • CCNA, CompTIA Network+, or equivalent certification (or relevant experience). • Minimum of 2 years of experience in technical support, preferably in a networking-focused role.

🏖️ Benefits

• Health insurance • Remote work options • Professional development opportunities