Support Engineer - L1/L2 Remote and Field Support

About the role

TRT Solutions Limited is hiring a Support Engineer in Dubai for a full-time position covering L1 remote support and L2 field support for routers and switches, together with warehouse and inventory management. The role involves incident and service request handling, onsite troubleshooting and part replacement, and requires working an on-call schedule.

Key responsibilities

• L1 remote support: handle incident and service request tickets for entry-level and mid-range routers and switches, including IP and optics device hardware and software issues, routing and switching troubleshooting, and escalate to Level 3 (Global TAC) support when needed
• Create methods of procedure and document tickets in NetSuite; communicate with clients by email, Webex and phone, and escalate unresolved incidents to the team leader
• L2 field support: schedule and perform onsite actions such as replacing router and switch cards, power supply units and fans, and provide onsite troubleshooting and standby support
• Warehouse and inventory management: ensure physical stock matches NetSuite records, perform quarterly stock takes and meet a 98% inventory KPI
• Deliverables: resolve incidents within agreed SLAs, keep client communication prompt and professional, replace parts accurately and on time, document resolutions in the company knowledge base, comply with company policy and continuously develop technical and non-technical skills

Required profile

• College degree in IT, computer science, computer engineering, electronics and communication engineering or a related course
• 3-5 years of experience handling IT system hardware break-fix and software resolution
• Business-level English (B1-B2)
• NRS 1 training and certification is an advantage
• Willingness to do both hardware and software support and to work an on-call schedule