Support Engineer/Sr. Support Engineer, Nationwide Customer Service & Support

Responsibilities & Context

Customer Support:

• Provide remote and on-site Installation and technical support to residential and corporate customers.
• Respond to customer complaints and technical queries within defined SLA timelines.
• Support fiber optic and wireless (radio) network services.
• Configure and troubleshoot Wi-Fi routers and access points and ensure optimal Wi-Fi coverage.
• Configure MikroTik routers for customer deployments, including WAN, LAN, DHCP, NAT, wireless, and basic firewall settings.
• Prepare installation, maintenance, and service reports.
• Update customer service records and ticketing systems accurately.
• Maintain records of equipment used and returned during field operations.
• Good knowledge of fiber optic and FTTx networks.
• Basic understanding of GPON/EPON architecture and customer-side devices.
• Ability to use basic fiber testing tools is an advantage.
• Familiarity with ticketing and CRM systems.

• 1 to 3 years

• Diploma in Engineering
• Bachelor in Engineering (BEngg)
• Diploma or Bachelor's degree in Computer Science, Computer Engineering, Electrical & Electronic Engineering (EEE), Information Technology (IT), Telecommunications Engineering, or a related field.
• Fresh graduates with strong networking knowledge are encouraged to apply.

• Age 25 to 35 years

Experience

• The applicants should have experience in the following business area(s): ISP

Required Qualification:

• 1–3 years of experience in ISP technical support, field support, or network operations.

Other Relevant Skills

• Mikrotik
• Technical support

Key Competencies:

• Strong troubleshooting and analytical skills.
• Excellent customer service and communication skills.
• Ability to work independently and under pressure.
• Good time management and organizational skills.
• Team-oriented mindset with a willingness to learn.
• Willingness to work in shifts 24/7/365 and travel for on-site support when required.