L1 Wi-Fi Support Engineer

Role & responsibilities

1. Troubleshooting: Respond to customer inquiries and support tickets related to Wi-Fi connectivity problems promptly and professionally. Diagnose and resolve basic Wi-Fi issues, including connectivity drops, slow speeds, and configuration errors.

2. Customer Support: Provide excellent customer service by effectively communicating technical solutions in a clear and understandable manner. Guide customers through necessary steps to troubleshoot and fix Wi-Fi problems remotely or in person.

3. Network Monitoring: Monitor Wi-Fi networks using various tools to identify potential problems or performance bottlenecks. Proactively address network issues before they escalate to major disruptions.

4. Configuration and Setup: Assist customers with Wi-Fi network setup, device connectivity, and configuration. Ensure proper security measures are in place to protect the network and user data.

5. Documentation: Maintain accurate records of customer interactions, technical solutions provided, and network configurations. Update knowledge base articles to aid in faster issue resolution and to create a repository of common problems and their solutions.

6. Escalation Support: Collaborate with L2 and L3 support engineers to escalate complex issues that require further investigation or resolution beyond L1 scope.

7. Testing and Validation: Conduct tests and simulations to replicate reported Wi-Fi problems, identify root causes, and verify solutions before implementing them in a live environment.

8. Wi-Fi Technology Awareness: Stay up-to-date with the latest Wi-Fi standards, technologies, and best practices. Continuously enhance your knowledge of Wi-Fi networking, protocols, and hardware to provide optimal support.

Perks and benefits

Health Insurance, Provident Fund, Overtime allowance.