Support Engineer

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 and that client communication is professional and timely.

Key responsibilities

• Handle L1 remote tickets: troubleshoot routers, switches, IP and optics devices, create procedures, and document incidents in NetSuite.
• Perform L2 field support: schedule and execute onsite hardware replacements (cards, PSU, fans), conduct onsite troubleshooting and standby support.
• Manage warehouse inventory: verify physical stock against NetSuite, conduct quarterly stock‑takes, and maintain a 98% inventory KPI.
• Escalate complex issues to Level 3 (Global TAC) and document resolutions in the knowledge base.

Required profile

• Business‑level English (B1‑B2) and a college degree in IT, Computer Science, Computer/Electronics Engineering or related field.
• 3‑5 years of experience in IT hardware break‑fix and software resolution, with willingness to work on‑call.

Required skills

• Router and switch configuration and troubleshooting.
• IP and optics device hardware/software support.
• NetSuite inventory and ticket documentation.
• Hardware replacement (cards, PSU, fan) and onsite troubleshooting.