Keywords: Level 3 Support, Data Centre Technologies, OEM Product Knowledge, Customer Support
An exciting opportunity has arisen for a dedicated and experienced Network Engineer to join a dynamic team within a global leader in their field. This role offers the chance to provide level three technical support on data centre equipment technologies, with a specific focus on network equipment. The successful candidate will have a 'customer first' attitude, regularly consulting and troubleshooting with field engineers, internal employees, and customers to solve issues escalated to Advanced Engineering. This role also involves research, documenting processes and procedures, and assisting with the New Product Introduction (NPI) process for the release and support of new products.
* Provide level three technical support on data centre equipment technologies
* Possess specific original equipment manufacturer (OEM) product knowledge of network equipment
* Assist with the NPI process for the release and support of new products
What you'll do:
As a Network Engineer, you will be at the forefront of providing exceptional technical support on data centre equipment technologies. Your day-to-day responsibilities will include remotely supporting field engineers and end-users, understanding customer networks, troubleshooting incidents, managing expectations, and providing training to colleagues. You will prioritise tickets based on severity, engage with vendor partners for issue resolution, monitor incoming support requests, update our internal ticketing system, and contribute to our collective engineering knowledge base.
- Provide remote level three technical support to field engineers and customer end users
- Understand the Customer network & troubleshoot incidents and hardware related issues
- Manage expectations, exhibit excellent communication skills and secure client confidence
- Provide training to junior or fellow colleagues
- Prioritise tickets based on the severity of the situation
- Engage with vendor partners to ensure that customer issues are resolved expediently
- Monitor an assigned queue for incoming support requests raised by customers
- Update internal ticketing system: add action plans, update incidents with all customer communications and ensure accurate time logging
- Contribute to the collective knowledge of the Advanced Engineering team
What you bring:
The ideal candidate for this Network Engineer role will bring a wealth of experience in system installation, upgrades, hardware configuring, deploying, and troubleshooting network equipment. You will have a strong understanding of routing & switching technologies and data centre technologies. Your willingness to learn hardware level troubleshooting and support NPI under R&D efforts will be crucial. A background in engineering, service and support is required, along with strong interpersonal and communication skills. Your ability to understand and navigate technical situations with strong problem-solving skills will be key to your success in this role.
- 8 years of experience with system installation, upgrades, hardware configuring, deploying, and troubleshooting of Network equipment’s like routers, switches and other components
- Strong understanding and troubleshooting of Routing & switching technologies, Data center technologies
- Willingness to learn hardware level troubleshooting
- Support NPI (New Product Introduction) under R&D efforts
- Background in engineering, service and support required
- Strong interpersonal and communication (verbal and written) skills required, including strong telephone etiquette
- Ability to understand and navigate technical situations with strong problem-solving skills
- Productive with minimal supervision and possess excellent time management skills
What sets this company apart:
Our client is a global leader in their field, renowned for their commitment to innovation, quality, and customer satisfaction. They offer an inclusive and supportive work environment where every team member's contribution is valued. Their focus on continuous learning and development ensures that their employees are always at the forefront of industry advancements. This is an exciting opportunity to join a company that truly values its employees and offers a rewarding and challenging career path.
What's next:
Ready to take your career to the next level? Apply today by clicking on the link provided. We look forward to receiving your application!
Do note that we will only be in touch if your application is shortlisted.
Agensi Pekerjaan Robert Walters Sdn Bhd
Business Registration Number : 729828-T
Licence Number : JTKSM 423C
