Lead Network Engineer

Job Roles and Responsibilities

• Serve as the first point of contact for customer inquiries, providing how-to assistance primarily via a ticketing system.
• Perform basic remote troubleshooting using diagnostic techniques and pertinent questions for IT, networking, and application issues.
• Manage user incidents, requests, and change processes.
• Guide customers through problem-solving steps, communicating clearly and providing regular progress updates.
• Escalate unresolved issues to the appropriate support personnel or resolution groups.
• Provide accurate information on IT products and services using existing documentation and processes.
• Record all activities in the ticketing system, adhering to established processes including ticket triaging, prioritization, and customer updates within SLAs.
• Proactively follow up on open cases in your queue, escalating to management for guidance when necessary.
• Identify, suggest, and actively participate in procedural improvements.
• Support ongoing documentation efforts and contribute to building knowledge base articles.

Requirements

• Ability to work independently, remotely from home, and on company premises in Bangalore.
• Fluent in spoken and written English.
• Availability to work during EMEA & APAC office hours.
• Intermediate IT skills.
• A minimum of 2 years of experience in an IT environment.
• Experience with asset management.
• Proficiency with Windows & macOS operating systems.
• Knowledge of the ITIL reference model is a plus.

Benefits

Company Benefits:

• Health insurance coverage for employees and their families.
• Retirement savings plan with employer matching contributions.
• Opportunities for professional development and advancement within the organization.