Corporate Technical Support Field Engineer - Singapur, Singapore - M1

M1 Singapur, Singapore

1 week ago

Full time

Description

Job Responsibilities/Requirements:

The Corporate Technical Support Field Engineer (Corp FE) will be providing enterprise-level assistance to our customers. He/she will troubleshoot and resolve network and hardware issues relating to the services and solutions that we provide. Understand the root cause to prevent its recurrence or minimize the impact to customers.

Corp FE responsibilities include resolving network issues, configuring network equipment and using monitoring and remote management tools for immediate support. For complex problems that require onsite investigation, house call or joint troubleshooting would be arranged with customer and relevant parties.

To be qualified for this role, one should hold a degree in a relevant field, like, Electronics and Communications Engineering, Computer Engineering, Computer Science, or IT. Cisco or similar certifications are a plus. Corp FE will be a person our frontline support teams would rely on and customers would trust in providing timely and accurate solutions to their technical problems.

Job Responsibilities

Monitor and maintain network infrastructure

Work with Level 1 support teams and back-end engineering teams in resolving issues

Provide Level 2 and 3 support to network related issues covering LAN, WAN, VPN, WLAN, Cloud, and SDWAN

Diagnose and troubleshoot technical issues, including setup and configuration of networking equipment such as routers, switches, firewalls, access points/wireless controllers, and vEdges or orchestrate from cloud platform such as vManage and FortiCloud

Investigate, research, and identify solutions to network and hardware issues, including escalation to vendor or device manufacturer e.g Cisco TAC, FortiCare, etc.

Interface with customer to understand issue and provide solution or workaround

Ensure customers issue are resolved in timely manner

Ensure all technical interactions and information about cases/issues are properly logged in CRM

Maintain good relationship with customers by keeping high NPS

Taking ownership of service issue(s) reported and seeing it through to resolution

Diagnosing, identifying, troubleshooting, and working with vendors to resolve service related problems

Following standard procedures for proper coordination of unresolved issues to the appropriate internal teams

Job Requirements

At least a Bachelor's Degree in, Electronics and Communications Engineering, Computer Science/Engineering, Information Technology, or equivalent

Proven work experience as a Network Support Engineer, Technical Support Engineer, IT Support Engineer, or similar role

Technical knowledge in Internet and computer networking, routers, switches, LAN and WAN, Virtual Private Network, Software Defined Networking in a Wide Area network, Firewall Security, Enterprise Servers, Storage, Backup and Recovery Solution, mission Critical High Availability Concepts

Hands-on experience in configuration and troubleshooting of Cisco, Fortinet, Aruba, Huawei and other networking devices or systems

Ability to diagnose and troubleshoot basic technical issues with exceptional problem-solving and communication skills

Certification in Cisco or similar technologies is a plus

Excellent interpersonal, presentation and conversational skills, with proactive outlook for learning

Able to work independently with minimal supervision.

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