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. You will handle incident tickets, perform hardware replacements, and manage inventory while ensuring high client satisfaction.

Key responsibilities

• Provide L1 remote support for routers, switches, IP and optical devices, using ticketing system (NetSuite).
• Analyze incidents, create procedures, and document resolutions.
• Escalate complex issues to Level 3 (Global TAC) when needed.
• Perform L2 field support: schedule and execute onsite actions, replace router/switch cards, PSU, fans, and provide standby support.
• Manage warehouse inventory, conduct quarterly stock‑takes, and maintain 98% inventory KPI.
• Ensure all tickets are resolved within SLA and communicate updates via email, Webex, or phone.

Required profile

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

Required skills

• Network troubleshooting (routers, switches).
• IP and optical device support.
• Experience with NetSuite ticketing system.
• Remote support tools and procedures.
• Hardware replacement (router/switch cards, PSU, fan).
• Inventory management.

What we offer

• Competitive monthly salary of USD 1,000.
• Opportunities for technical and non‑technical skill development.
• Dynamic environment with both remote and onsite work.