Support Engineer

About the role

We are looking for a proactive Support Engineer to provide both remote (L1) and onsite (L2) technical assistance for networking hardware and related inventory management. You will work closely with clients and internal teams to resolve incidents, replace components, and maintain accurate stock records.

Key responsibilities

• Handle L1 remote tickets: incident analysis, troubleshooting routers, switches, IP and optics devices, and document resolutions in NetSuite.
• Escalate complex issues to Level 3 Global TAC when required.
• Perform L2 field support: schedule and execute onsite actions, replace hardware cards, PSUs, fans, and provide standby support.
• Manage warehouse inventory: verify physical stock against NetSuite, conduct quarterly stock‑takes, and meet inventory KPI targets.
• Ensure all incidents are resolved within SLA and communicate updates promptly via email, Webex, or phone.

Required profile

• Business‑level English (B1‑B2) and a college degree in IT, Computer Science, Computer/Electronics Engineering or related field.
• 3‑5 years of experience in IT hardware break‑fix and software resolution.
• Willingness to support both hardware and software and to work on‑call schedules.

Required skills

• Router and switch configuration and troubleshooting.
• IP and optics device hardware/software diagnostics.
• Routing and switching protocol knowledge.
• NetSuite ticketing and inventory management.
• Remote support tools (Webex) and hardware component replacement (PSU, fan).

What we offer

• Opportunities for continuous technical and non‑technical skill development.
• Dynamic work environment with a mix of remote and onsite activities.