Support Engineer – L1/L2 Network & Hardware Support

About the role

The Support Engineer provides first- and second-level assistance for network infrastructure, handling both remote ticket resolution and on-site hardware interventions. You will work closely with clients to diagnose and fix issues on routers, switches and related optical devices while ensuring inventory accuracy.

Key responsibilities

• Respond to L1 tickets remotely, troubleshoot routing, switching and IP/optics hardware, create procedural documentation and update clients via email, Webex or phone.
• Escalate complex cases to Level 3 (Global TAC) using Technical Escalation Requests when required.
• Perform L2 field support, including on-site replacement of router/switch cards, power supplies, fans and standby troubleshooting.
• Maintain warehouse inventory in NetSuite, conduct quarterly stock-takes and ensure a 98 % inventory KPI.
• Document all resolutions in the TRT knowledge base and adhere to SLA commitments.

Required profile

• Business-level English (B1-B2) and a college degree in IT, Computer Science, Computer/Electronic Engineering or a related field.
• 3-5 years of experience in IT hardware break-fix and software troubleshooting.
• Willingness to provide both hardware and software support and to work on-call schedules.

Required skills

• Router and switch configuration and troubleshooting.
• IP and optical device hardware knowledge.
• Routing and switching protocols.
• NetSuite ticketing and inventory management.
• Remote support tools such as Webex.
• Hardware replacement (cards, power supplies, fans).
• Technical escalation procedures (TERs).