Support Engineer

Job Overview

Join TRT as a Support Engineer based in Doha, Qatar, providing remote and field support for network hardware and software issues. This role involves handling incident tickets related to routers, switches, IP and optics devices, delivering timely resolutions and maintaining excellent client communication.

Key Responsibilities

• Provide Level 1 remote support addressing incident and service requests involving industry-standard routers, switches, and IP/optics hardware and software.
• Analyze tickets, troubleshoot routing and switching problems, document resolutions, and communicate updates via email, Webex, and phone.
• Create methods of procedure and escalate issues to Level 3 Global TAC support when necessary.
• Deliver Level 2 onsite support, including scheduling and performing hardware replacements such as router/switch cards, power supplies, and fans.
• Conduct onsite troubleshooting and standby support as required.
• Manage warehouse inventory ensuring physical stock aligns with NetSuite records; perform quarterly stock audits.

Performance Deliverables

• Resolve all logged incidents within agreed SLAs and promptly escalate potential delays to team leader.
• Maintain prompt, accurate, and professional communication to maximize client satisfaction.
• Ensure timely replacement of parts and escalate issues efficiently to Level 3 through technical escalation requests.
• Document problem resolutions in the TRT knowledge base and strive for continuous skill development.
• Maintain a 98% inventory accuracy KPI for warehouse stock and comply with all company policies.

Candidate Requirements

• Fluent in business-level English (B1-B2 competence).
• Possess a college degree in IT, Computer Science, Computer Engineering, Electronics & Communication Engineering, or a related IT field; NRS 1 training and certification are a plus.
• Have 3-5 years’ experience managing IT system hardware repairs and software issue resolutions.
• Demonstrate willingness to support both hardware and software troubleshooting.
• Be flexible to work in an on-call schedule.