Support Engineer – L1/L2 Network & Hardware Support

About the role

We are seeking a Support Engineer to deliver both remote L1 ticket handling and on‑site L2 field support for network infrastructure. The role involves troubleshooting routers, switches, IP and optics devices, managing inventory, and ensuring timely resolution of incidents.

Key responsibilities

• Provide L1 remote support for incident and service request tickets, covering entry‑level and mid‑range routers and switches.
• Analyze tickets, create procedures, and communicate updates via email, Webex, or phone.
• Escalate complex issues to Level 3 (Global TAC) through technical escalation requests.
• Perform L2 on‑site actions, including hardware replacement (cards, PSU, fan) and standby troubleshooting.
• Maintain warehouse inventory in NetSuite, conduct quarterly stock‑takes, and achieve a 98% inventory KPI.

Required profile

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

Required skills

• Router and switch configuration and troubleshooting.
• IP and optics device diagnostics.
• Use of NetSuite ticketing system for incident documentation.
• Hardware component replacement (cards, PSU, fan) on network devices.