Support Engineer – L1/L2 Network & Hardware Support

About the role

We are looking for a proactive Support Engineer to provide L1 remote and L2 field support for networking hardware and software. The role involves troubleshooting routers, switches and optical devices, handling tickets, and ensuring inventory accuracy.

Key responsibilities

• Respond to L1 tickets remotely, diagnose and resolve hardware and software issues on routers, switches and IP/optical devices.
• Create and update procedural documentation, communicate status to clients via email, Webex and phone, and log activities in NetSuite.
• Escalate complex cases to Level 3 Global TAC using Technical Escalation Requests.
• Perform L2 onsite support, including replacement of router/switch cards, power supplies, fans and on‑site troubleshooting.
• Maintain warehouse inventory, reconcile physical stock with NetSuite records and conduct quarterly stock‑takes.
• Meet SLA targets, ensure timely part replacement and uphold a 98 % inventory KPI.

Required profile

• Business‑level English proficiency (B1‑B2).
• Bachelor’s degree in IT, Computer Science, Computer/Electrical Engineering or related field.
• 3–5 years of experience in hardware break‑fix and software resolution for networking equipment.
• Willingness to work on‑call and perform both remote and onsite tasks.

Required skills

• Industry‑standard routers and switches.
• IP and optical device troubleshooting.
• Routing and switching configuration and diagnostics.
• Ticketing and inventory systems (NetSuite).
• Remote collaboration tools (Webex, email, phone).
• Hardware component replacement (cards, PSU, fans).