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