Support Engineer
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Key skills for this role
About the Role
TRT is seeking a Support Engineer to provide L1 remote and L2 field support for routers and switches, including incident resolution, onsite replacements, and warehouse inventory management.
Key Skills for This Role
Responsibilities
- Provide L1 remote support for incident and service request tickets involving routers and switches
- Perform L2 field support including onsite troubleshooting and part replacement
- Manage warehouse inventory and ensure physical matching with NetSuite
- Ensure all logged incidents are resolved within agreed SLA
- Document problem resolution into knowledge base
- Communicate with clients via email, Webex, and phone for incident updates
Requirements
- Must be able to speak business level English (B1 B2)
- College degree in information technology (IT), computer science (CS), computer engineering (CE), electronics & communication engineering (ECE) or related courses
- 3 5 years of experience handling IT system hardware break fix & software resolution
- Willingness to do both hardware and software support
- Willing to work in on call schedule
- NRS 1 training and certification would be an advantage
Full Job Posting
Workflow
- L1 remote support for tickets: Grabbing incident or service request tickets involving entry level & midrange level industry standard router and switches; IP and optics devices hardware and software issues; Routing and switching troubleshooting; Incident ticket analysis, remote support & resolution;
- L2 field support for tickets: Scheduling and performing onsite action as required; Router and switches card, PSU, fan onsite replacement; Onsite troubleshooting; Onsite standby support
- Warehouse and inventory management: Make sure the physical is matching on NetSuite inventory; Perform quarterly stock take
Deliverables Required
- Ensure all logged incidents are resolved within the agreed SLA
- Ensure all communication with clients is prompt, accurate, & professional
- Ensure accurate & timely part replacement
- Ensure timely escalation to Level 3 as needed
- Documentation of problem resolution into TRT’s knowledge base
- Continuously learn additional technical and non technical skills
- Ensure meeting 98% inventory KPI for the warehouse inventory
- Compliance with company policy
Requirements
- Must be able to speak business level English (B1 B2)
- Candidates must possess a college degree in IT, CS, CE, ECE or related courses
- Must have 3 5 years of experience handling IT system hardware break fix & software resolution
- Willingness to do both hardware and software support
- Willing to work in on call schedule
- NRS 1 training and certification would be an advantage
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