Support Engineer

Responsibilities

• 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.
• L2 field support for tickets.
• Scheduling and performing onsite action as required.
• Router and switches card, PSU, fan onsite replacement.
• Onsite standby support.
• Warehouse and inventory management – Make sure the physical is matching on Net Suite inventory.
• Perform quarterly stock take.
• 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.

• 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.