Support Engineer

Job Description

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

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

1. L2 field support for tickets

• Scheduling and performing onsite action as required

§ Router and switches card, PSU, fan onsite replacement

§ Onsite troubleshooting

1. Warehouse and inventory management

• Make sure the physical is matching on NetSuite inventory
• Perform quarterly stock take

Deliverables Required:

1. Ensure all logged incidents are resolved within the agreed SLA. Any potential missed SLA should be escalated to team leader
2. Ensure all communication with clients is prompt, accurate, & professional to deliver best of client's experience
3. Ensure accurate & timely part replacement.
4. Ensure timely escalation to Level 3 as needed through technical escalation requests (TERs)
5. Documentation of problem resolution into TRT's knowledge base
6. Continuously learn additional technical and non-technical skills
7. Ensure meeting 98% inventory KPI for the warehouse inventory.
8. 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