Assistant Engineer/Engineer, Corporate Support

Role Overview:

The Corporate Support Engineer will serve as the primary technical contact point for corporate and enterprise customers and ensure maximum customer satisfaction by providing uninterrupted connectivity and quality service.

This role requires sufficient skills to plan, design and deploy a variety of networks, troubleshoot technical issues, and maintain service excellence through collaboration with internal & external teams.

Key Responsibility:

Act as the first point of contact for corporate customers regarding Internet services, data connectivity and networking solutions.

• Conduct site surveys to assess new installation feasibility and network setup.

• Assist in onboarding new customers, configuring internet & data connectivity services. Also provide guidance on service optimization, security, and best practices.

• Work closely with the installation team to set up and upgrade services.

• Ensure compliance with safety and quality standards during installations.

• Configure and deploy enterprise-grade client-premises equipment (CPE) including routers (MikroTik, Cisco etc.), managed switches, access points, security & surveillance cameras etc.

• Diagnose and resolve network, connectivity, and performance related issues via phone, email, remote access or visiting customer premises. 

• Escalate complex issues to the Network Operation Center team.

• Monitor links proactively and respond to service disruptions swiftly to meet or exceed established SLAs.

• Maintain accurate service history and update support tickets. 

• Ensure SLA (Service Level Agreement) compliance and manage complaint resolutions efficiently.

• Generate reports and maintain installation records and service history in the ticketing system.