Support Engineer

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

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

· 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