The 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
- 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
- Monitor and maintain network infrastructure
- Work with Level 1 support teams and back-end engineering teams in resolving issues
- Provide Level 2 and Level 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 FortiManager
- Investigate, research, and identify solutions to network and hardware issues, including escalation to vendor or device manufacturer e.g Cisco TAC, Fortinet TAC, etc.
- Interface with customer to understand issue and provide solution or workaround
- Ensure customers issues 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
Job Requirements
- At least a Bachelors 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.
