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 NetSuite

· 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 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