Support Engineer

Job Overview

This role involves providing remote and onsite support primarily for network devices such as routers and switches. The engineer will manage incident tickets, perform hardware replacements, and maintain accurate documentation while ensuring customer satisfaction through effective communication.

Key Responsibilities

• Deliver Level 1 remote support for incident and service tickets involving entry-to-midrange routers and switches, addressing hardware and software issues with IP and optical devices.
• Analyze and troubleshoot routing and switching problems with remote resolution efforts.
• Create and follow methods of procedure for problem resolution.
• Communicate professionally and promptly with clients via email, Webex, and phone to provide ticket status updates.
• Document ticket resolutions accurately within NetSuite.
• Escalate technical issues to Level 3 (Global TAC) when necessary.
• Provide Level 2 onsite support including scheduling, hardware card, PSU, and fan replacements, troubleshooting, and standby assistance.
• Manage warehouse inventory to ensure physical stock aligns with NetSuite records and conduct quarterly stock audits.

Deliverables

• Resolve all logged incidents within Service Level Agreements; escalate potential SLA misses to team leader.
• Maintain accurate, timely, and professional client communications to enhance client experience.
• Ensure prompt and precise part replacements.
• Escalate issues to Level 3 support through Technical Escalation Requests when needed.
• Document problem resolutions in the company knowledge base.
• Continuously develop technical and soft skills.
• Achieve 98% accuracy in warehouse inventory Key Performance Indicators.
• Adhere strictly to company policies.

Requirements and Qualifications

• Business-level English proficiency (B1-B2).
• A college diploma or degree in IT, Computer Science, Computer Engineering, Electronics & Communication Engineering, or related IT fields; certification in NRS 1 is advantageous.
• 3 to 5 years of experience with IT hardware repairs and software problem resolution.
• Readiness to handle both hardware and software support tasks.
• Availability for an on-call work schedule.

Compensation

The monthly salary is USD 1000.