Support Engineer – L1/L2 Network & Hardware

About the role

We are looking for a proactive Support Engineer to provide both remote (L1) and onsite (L2) technical assistance for industry‑standard routers, switches and related IP/optical devices. The role combines incident ticket resolution, hardware replacement, and inventory management to ensure high‑quality client service.

Key responsibilities

• Handle L1 remote tickets: incident analysis, routing and switching troubleshooting, and escalation to Level 3 (Global TAC) when needed.
• Perform L2 field support: schedule and execute onsite actions, replace router/switch cards, power supplies, fans, and provide standby support.
• Maintain warehouse inventory: verify physical stock against NetSuite records and conduct quarterly stock‑takes.
• Document all actions in NetSuite and update the technical knowledge base.
• Ensure SLA compliance, timely communication with clients, and accurate part replacement.

Required profile

• Business‑level English proficiency (B1‑B2).
• Bachelor’s degree in IT, Computer Science, Computer Engineering, Electronics & Communication Engineering or related field.
• 3‑5 years of experience in hardware break‑fix and software resolution for networking equipment.
• Willingness to work on‑call schedules and handle both hardware and software issues.

Required skills

• Routers and switches configuration and troubleshooting.
• IP networking and optical device knowledge.
• Routing and switching protocols.
• Experience with ticketing systems and NetSuite inventory management.
• Remote support tools such as Webex, email and phone communication.