Technical Support Engineer

Do you enjoy the challenge of solving technical issues, interacting with clients, and working in a team environment? If so, it is time to join Equiinet. We offer an exciting, fast‑paced, and dynamic work environment. We are in a rapid growth mode and are looking to hire an exceptional technical support staff with a keen eye for delivering outstanding client service.

As the first point of contact, you are the ambassador providing the best customer experience to our international client base. Operating within our Network Operations Center (NOC), you will be calling upon your vast networking knowledge to resolve trouble tickets.

The Technical Support Engineer is responsible for providing system maintenance, repair, and administrative functions for devices supporting Equiinet partners and customers. Primary responsibility is to clear problems and/or escalated issues within specified time to lessen customer impact.

• Manage and prioritize technical tickets to meet agreed target resolution times
• Provide a professional and courteous customer‑service experience
• Set customer expectations based on agreed processes
• Manage multiple issues simultaneously in an environment where change is commonplace
• Make follow‑up calls to clients on escalated technical issues and system status updates
• Utilize interpersonal skills to build strong relationships
• Log/document all interactions and issues efficiently
• Determine source of problems (hardware, software, user, etc.) and advise on resolution
• Provide technical support, including training, to end users
• Assist in resolving issues with Internet Service Providers
• Document issues by creating and/or contributing technical content
• Enhance procedures and policy documents for functions within the Technical Support Team
• Use troubleshooting skills, advanced diagnostic tools, and experience to resolve issues
• Work with remote technicians in clearing troubles and/or network outages
• Escalate to Senior/Lead Technician on shift as necessary for trouble resolution

• Position requires a minimum of two (2) years of previous job‑related experience
• 1+ years providing excellent customer service and support within a technical organization
• LAN/WAN, router, and firewall technologies proficiency
• VoIP / Telecommunications / SIP experience
• Understanding of call routing and auto‑attendant
• Familiar with SIP (Session Initiated Protocol), RTP (Real‑time Transport Protocol)
• Familiar with TCP/IP, Ethernet, VLAN, NAT, DNS, DHCP, Ping, Telnet, Trace Route, etc.
• Familiar with VoIP technology, architecture, and standards
• Familiar with OSI model, Linux, and IP Addressing
• Familiar with ITSM (Service Management) Best Practices

• Commitment to team building, documentation, and good written communication skills
• Adherence to performance measurement and goals
• Ability to work regular shift as well as unscheduled shift and beyond regular work hours
• Ability to handle stressful situations within time limitations
• Interpersonal and professional interaction skills (soft skills)
• Organizational and time‑management skills
• Must have reliable internet connectivity at home for on‑call rotation
• Ability to sit at a computer for long periods of time
• Ability to communicate clearly and effectively over the phone

• A range of healthcare options available for employees to choose from
• Support for continuing education, conferences, and certifications
• Meal benefits for employees