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About the role
Key responsibilities & impact- 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
What you’ll need- 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
Comp & perks- Health insurance
- Remote work options
- Professional development opportunities
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
networking fundamentalstroubleshooting methodologieswired networkingwireless networkingremote diagnostic toolsticketing systemsNETGEAR switchesbusiness routersNAS devicesNETGEAR Insight
Soft Skills
analytical skillscustomer-focusedempatheticsolution-orientedcommunication skillscollaborationdocumentationproblem-solvingtime managementcustomer satisfaction
Certifications
CCNACompTIA Network+Bachelor’s degree in Information TechnologyBachelor’s degree in EngineeringBachelor’s degree in a related technical field