About This Role
Workflow:
1. L1 remote support for tickets
o 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
o Incident ticket analysis, remote support & resolution
o Methods of procedure creation
o Communicating with clients through email, Webex & phone call for incident ticket resolution updates
o Ticket documentation on NetSuite
o Technically escalating to remote Level 3 (Global TAC) support if required
2. L2 field support for tickets
o 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
o Make sure the physical is matching on NetSuite inventory
o 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
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