Support engineer

Workflow:

1. L1 remote support for tickets

Grabbing incident or service request tickets involving entry level & midrange level industry standard router and switches.

IP and optics devices hardware and software issues

Routing and switching troubleshooting

Incident ticket analysis, remote support & resolution

Methods of procedure creation

Communicating with clients through email, Webex & phone call for incident ticket resolution updates

Ticket documentation on Net Suite

Technically escalating to remote Level 3 (Global TAC) support if required

2. L2 field support for tickets

Scheduling and performing onsite action as required

Router and switches card, PSU, fan onsite replacement

Onsite troubleshooting

Onsite standby support

3. Warehouse and inventory management

Make sure the physical is matching on Net Suite inventory

Perform quarterly stock take

Deliverables Required:

Ensure all logged incidents are resolved within the agreed SLA. Any potential missed SLA should be escalated to team leader

Ensure all communication with clients is prompt, accurate, & professional to deliver best of client's experience

Ensure accurate & timely part replacement.

Ensure timely escalation to Level 3 as needed through technical escalation requests (TERs)

Documentation of problem resolution into TRT's knowledge base

Continuously learn additional technical and non-technical skills

Ensure meeting 98% inventory KPI for the warehouse inventory.

Compliance with company policy

Requirements:

Must be able to speak business level English (B1-B2)

Candidates must possess a college degree in information technology (IT), computer science (CS), computer engineering (CE), electronics & communication engineering (ECE) or related courses for IT. NRS 1 training and certification would be an advantage

Must have 3-5 years of experience handling IT system hardware break fix & software resolution

Willingness to do both hardware and software support

Willing to work in on call schedule

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