First-Line Networking and IoT Engineer

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Skills you'll use

What you'll do

• · Provide technical support to business customers through multiple channels, including phone, helpdesk, email, and other communication platforms, depending on customer demand and support volume.
• · Handle both real-time phone interactions and written support requests, responding to helpdesk tickets within the required response time and providing timely assistance with straightforward technical issues.
• · Assist customers with product-related questions, troubleshooting, configuration, integration, and basic network-related issues.
• · Advise customers and sales representatives on the use and integration of Teltonika Networks products, helping them find practical solutions to their technical needs.
• · Support international customers across different regions and time zones as part of a shift-based support model, adapting between communication channels according to the current support workload.
• · Escalate complex or unresolved technical cases to Networking and IoT Engineers, providing clear technical context, troubleshooting steps, and all relevant information required for further investigation.
• · Maintain clear and professional communication with customers and internal technical teams throughout the support and escalation process.
• · Good understanding of computer networking fundamentals, including TCP/IP, IPv4/IPv6, subnetting, routing, NAT, DHCP, DNS, VLANs, and LAN/WAN concepts.
• · Basic understanding of VPN technologies, such as IPsec, OpenVPN, and WireGuard, as well as firewall and network security concepts.
• · Basic understanding of cellular networking technologies, including 4G/LTE, 5G, APN configuration, SIM connectivity, and mobile network troubleshooting.

Who can apply

• · Education Qualification: B.E. (Bachelor of Engineering) with Networking Knowledge (CCNA certification preferred)
• · Fluent English communication skills are required. Knowledge of Mandarin Chinese is considered an advantage.
• · Ability to communicate clearly with business customers by phone, email, ticketing systems, online meetings, forums, and other support channels.
• · Customer-focused mindset with patience, active listening, and the ability to explain technical information in a clear and practical way.
• · General understanding of computer networks, internet connectivity, routers, switches, gateways, modems, or similar technology.
• · Willingness to quickly learn technical concepts related to industrial networking equipment.
• · Strong problem-solving skills and the ability to analyze issues step by step.
• · Good computer skills and experience using common office tools such as Excel, Word, and web-based systems.
• · Interest in technology, networking, IoT, and innovation.
• · Experience in customer service, technical support, IT support, B2B support, or an international support environment would be an advantage.

Perks & benefits

About Teltonika

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