Support Engineer – Network & Hardware

About the role

The Support Engineer provides both remote (L1) and onsite (L2) technical assistance for networking equipment and manages warehouse inventory. The role ensures incidents are resolved within SLA while maintaining high client communication standards.

Key responsibilities

• Provide L1 remote support for router, switch, IP and optics device incidents, including ticket analysis, troubleshooting, and resolution.
• Escalate complex cases to Level 3 (Global TAC) via Technical Escalation Requests when needed.
• Perform L2 field support: schedule and execute onsite actions such as hardware replacement (cards, PSU, fans) and on‑site troubleshooting.
• Manage warehouse inventory in NetSuite, conduct quarterly stock‑takes, and ensure 98% inventory KPI compliance.
• Document all actions, updates, and resolutions in ticketing systems and the knowledge base.

Required profile

• Business‑level English proficiency (B1‑B2).
• College degree in IT, Computer Science, Computer Engineering, Electronics & Communication Engineering 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

• Routers and switches (entry‑level to mid‑range).
• IP and optics networking devices.
• Routing and switching troubleshooting.
• NetSuite inventory management.
• Ticketing systems and remote support tools (e.g., Webex).