Support Engineer

Job Overview

This role involves providing tier 1 remote assistance and tier 2 onsite support for networking equipment such as routers and switches, both hardware and software. The support engineer will manage ticket incidents, troubleshoot network devices and coordinate with clients to ensure swift resolution. Inventory management of warehouse stock related to network components is also a key responsibility.

Primary Responsibilities

• Deliver remote L1 support by addressing incident or service requests involving mid-level routers, switches, and IP/optical hardware/software issues.
• Perform troubleshooting tasks including routing and switching diagnostics and ticket analysis.
• Communicate updates and resolutions to clients professionally via email, Webex, and phone.
• Create procedure documentation and log ticket details accurately in the NetSuite system.
• Escalate complex technical issues to level 3 global support when necessary.
• Schedule and conduct onsite L2 field support for hardware replacements such as router/switch cards, power supplies, and fans.
• Provide onsite troubleshooting and standby support as required.
• Manage warehouse inventory by ensuring physical stock matches records in NetSuite and perform quarterly stock audits.
• Meet key performance indicators including achieving 98% accuracy for warehouse inventory management.
• Comply with company policies and continuously expand technical and interpersonal skills.

Qualifications and Requirements

• Proficiency in business-level English communication (B1-B2).
• A college degree in Information Technology, Computer Science, Computer Engineering, Electronics and Communication Engineering, or related IT fields.
• Between 3 to 5 years of experience handling IT hardware maintenance (break-fix) and software resolution.
• Willingness to provide both hardware and software support roles.
• Availability to work on an "on call" schedule.
• NRS 1 training and certification is a plus but not mandatory.

Deliverables and Expectations

• Ensure resolution of all reported incidents within set Service Level Agreements (SLAs).
• Escalate issues promptly upon risk of SLA breach to team leadership.
• Provide timely, accurate, and professional client communication to enhance customer experience.
• Document problem resolutions into the organization’s knowledge base for future reference.
• Accurately and promptly manage part replacements and inventory control.