Support Engineer

About the role

The Support Engineer provides both remote (L1) and onsite (L2) technical assistance for networking equipment and inventory management. You will work closely with clients to resolve incidents, replace hardware components, and ensure inventory accuracy.

Key responsibilities

• Handle L1 remote tickets for routers, switches, IP and optics devices, including troubleshooting and resolution.
• Create and follow procedures, communicate updates via email, Webex, and phone.
• Document incidents in NetSuite and escalate complex cases to Level 3 (Global TAC) when needed.
• Perform L2 field support: schedule onsite visits, replace router/switch cards, power supplies, fans, and provide standby troubleshooting.
• Manage warehouse inventory, verify physical stock against NetSuite records, and conduct quarterly stock‑takes.
• Meet SLA targets, ensure timely part replacement, and maintain a 98% inventory KPI.

Required profile

• Bachelor’s degree in IT, Computer Science, Computer/Electrical Engineering or related field.
• 3‑5 years of experience in hardware break‑fix and software resolution.
• Willingness to support both hardware and software issues and work on‑call schedules.
• Business‑level English proficiency (B1‑B2).

Required skills

• Routers and switches configuration and troubleshooting.
• IP and optics device hardware/software knowledge.
• Routing and switching protocols.
• NetSuite ticketing and inventory management.
• Hardware replacement (cards, PSU, fans) and onsite troubleshooting.

What we offer

• Opportunities for continuous technical and non‑technical skill development.
• Exposure to global escalation processes and knowledge‑base contributions.