- Expérience
- 3 à 5 ans
- Salaire
- —
- Ouvertures
- 1
- Publié
- il y a 3 heures
- Mode de travail
- Travaillez à domicile
- Éducation
- College degree in Information Technology, Computer Science, Computer Engineering, Electronics & Communication Engineering, or related IT field
- Admissibilité
- Candidates with the required degree and experience who are comfortable supporting both remote and onsite technical issues and working on an on-call basis may apply.
- CV
- Candidature requise
Description de l'emploi
Role overview
TRT is looking for a Support Engineer to handle a mix of remote technical support, onsite field assistance, and warehouse inventory control in Doha, Qatar. This role focuses on keeping service tickets moving, resolving hardware and software issues on network devices, maintaining accurate documentation, and ensuring inventory records stay aligned with physical stock.
Key duties
- Provide L1 remote support for incident and service request tickets related to entry-level and midrange industry-standard routers and switches.
- Investigate and resolve issues involving IP and optics device hardware as well as software problems.
- Troubleshoot routing and switching incidents, perform incident analysis, and support resolution remotely.
- Create methods of procedure when needed.
- Keep clients updated on incident progress through email, Webex, and phone communication.
- Record ticket updates and resolution details in NetSuite.
- Escalate technical issues to remote Level 3 support, including Global TAC, when required.
- Provide L2 field support by scheduling and carrying out onsite actions as needed.
- Replace router and switch cards, PSUs, and fans onsite.
- Carry out onsite troubleshooting and provide standby support at customer locations.
- Manage warehouse and inventory tasks by ensuring physical stock matches NetSuite records.
- Complete quarterly stock counts.
Performance expectations
- Resolve all logged incidents within the agreed SLA and flag any risk of missing SLA to the team leader immediately.
- Maintain prompt, clear, accurate, and professional communication with clients to support a strong customer experience.
- Ensure parts are replaced accurately and on time.
- Raise technical escalation requests to Level 3 in a timely manner whenever needed.
- Document problem resolutions in TRT’s knowledge base.
- Keep building both technical and non-technical capabilities through continuous learning.
- Maintain a 98% inventory KPI for warehouse stock.
- Follow company policies and procedures at all times.
Requirements
- Business-level English communication skills, approximately B1-B2.
- A college degree in Information Technology, Computer Science, Computer Engineering, Electronics & Communication Engineering, or a related IT field.
- NRS 1 training and certification will be considered an advantage.
- 3 to 5 years of experience in IT hardware break-fix and software issue resolution.
- Comfortable handling both hardware and software support tasks.
- Willingness to work on an on-call schedule.
Additional information
This is a full-time role based in Doha, Qatar, with remote support responsibilities and field work as required. The position combines technical support, onsite intervention, documentation, and inventory management.
Work profile
The job involves both remote and onsite support activities, so flexibility to move between desk-based troubleshooting, field visits, and warehouse coordination is essential.