Support Engineer

About the role

We are looking for a Support Engineer to provide L1 remote assistance and L2 on‑site support for networking equipment. The role involves handling incident and service request tickets, troubleshooting routers, switches and optical devices, and ensuring inventory accuracy.

Key responsibilities

• Provide L1 remote support for tickets involving entry‑level and mid‑range routers, switches, IP and optics hardware/software issues.
• Analyze incidents, create procedures, and communicate status updates via email, Webex and phone.
• Escalate complex cases to Level 3 (Global TAC) using technical escalation requests.
• Perform L2 field support, including on‑site hardware replacement (cards, PSU, fans) and standby troubleshooting.
• Manage warehouse inventory in NetSuite, conduct quarterly stock‑takes and maintain a 98% inventory KPI.
• Document resolutions in the knowledge base and ensure SLA compliance.

Required profile

• Business‑level English proficiency (B1‑B2).
• 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 IT systems.
• Willingness to work on‑call schedules and handle both hardware and software support.
• NRS 1 training or certification is a plus.

Required skills

• Router and switch troubleshooting.
• IP networking.
• Optical device troubleshooting.
• NetSuite ticketing system.
• Hardware replacement (cards, PSU, fans).