Support Engineer

About the role

We are looking for a Support Engineer who will provide both remote (L1) and onsite (L2) technical assistance for networking equipment and manage warehouse inventory. The role involves troubleshooting routers, switches, IP and optical devices, and ensuring timely ticket resolution.

Key responsibilities

• Provide L1 remote support for incident and service request tickets, handling routing, switching, and hardware/software issues on standard routers and switches.
• Escalate complex cases to Level 3 Global TAC and create procedural documentation.
• Perform L2 field support, including onsite replacement of router/switch cards, power supplies, fans, and on‑site troubleshooting.
• Manage warehouse inventory in NetSuite, conduct quarterly stock‑takes and maintain a 98 % inventory KPI.
• Document all ticket actions, update the knowledge base, and ensure SLA compliance.

Required profile

• 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.
• Business‑level English proficiency (B1‑B2).
• Willingness to work on‑call schedules and handle both hardware and software support.

Required skills

• Router and switch configuration and troubleshooting.
• IP networking and optical device troubleshooting.
• Routing and switching protocol knowledge.
• Experience with NetSuite ticketing system.
• Hardware component replacement (cards, PSU, fans).