Support Engineer

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

1. 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

1. 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

1. Ensure all communication with clients is prompt, accurate, & professional to deliver best of client’s experience

1. Ensure accurate & timely part replacement.

1. Ensure timely escalation to Level 3 as needed through technical escalation requests (TERs)

1. Documentation of problem resolution into TRT’s knowledge base

1. Continuously learn additional technical and non-technical skills

1. Ensure meeting 98% inventory KPI for the warehouse inventory.

1. 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

Salary: USD 1,000.00 per month

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