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Corporate Technical Support Field Engineer

2 months ago

Singapur, Singapore M1 Full time

Job Summary:

M1 is seeking a highly skilled Corporate Technical Support Field Engineer to join our team. As a key member of our technical support team, you will be responsible for providing enterprise-level assistance to our customers, troubleshooting and resolving network and hardware issues, and ensuring timely and accurate solutions to technical problems.

Key Responsibilities:

  • Monitor and maintain network infrastructure to ensure optimal performance and reliability.
  • Work closely with Level 1 support teams and back-end engineering teams to resolve complex technical 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.
  • Interface with customers to understand issues and provide solutions or workarounds.
  • Ensure customer issues are resolved in a timely manner.
  • Ensure all technical interactions and information about cases/issues are properly logged in CRM.
  • Maintain good relationships with customers by keeping high NPS.
  • Take ownership of service issues reported and see them through to resolution.
  • Diagnose, identify, troubleshoot, and work with vendors to resolve service-related problems.
  • Follow standard procedures for proper coordination of unresolved issues to the appropriate internal teams.

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 a proactive outlook for learning.
  • Able to work independently with minimal supervision.