Support Engineer - L1 Remote & L2 Field Support

About the role

This Support Engineer position covers L1 remote support for incident and service request tickets involving entry-level and mid-range routers and switches, and L2 field support including onsite troubleshooting and spare parts replacement. It also includes warehouse and inventory management. The role requires willingness to work an on-call schedule.

Key responsibilities

• L1 remote support: analyse incident tickets, troubleshoot IP and optics device hardware and software issues, and resolve them remotely
• Create methods of procedure and document tickets in NetSuite; escalate to Level 3 (Global TAC) support when needed
• Communicate with clients by email, Webex and phone, and document resolutions in the TRT knowledge base
• L2 field support: schedule and perform onsite actions such as replacing router cards, PSUs and fans, and provide onsite standby support
• Keep physical stock matching NetSuite inventory and carry out quarterly stock takes, aiming for a 98% inventory KPI
• Ensure incidents are resolved within SLA, parts are replaced accurately and escalations are made via technical escalation requests (TERs)

Required profile

• College degree in IT, computer science, computer engineering, electronics and communication engineering or a related course
• 3-5 years of experience handling IT system hardware break-fix and software resolution
• Business-level English (B1-B2); NRS 1 training and certification is an advantage
• Willingness to handle both hardware and software support and to work on-call