Support Engineer, Nationwide Customer Service & Support

✔ Age: 25 to 35 years.

Experience Requirements

✔ 1–3 years of experience in ISP Technical Support, Field Support, Network Operations, or a similar technical role.

✔ Fresh graduates with strong networking knowledge and a passion for customer support are encouraged to apply.

Technical Skills & Competencies

✔ Good knowledge of TCP/IP networking, LAN/WAN, Wi-Fi, Fiber Optic (FTTx), GPON/EPON, and customer-premises equipment (CPE).

✔ Hands-on experience configuring and troubleshooting MikroTik routers, Wi-Fi routers, and wireless access points will be an advantage.

✔ Familiarity with ticketing systems, CRM software, and basic fiber testing tools is preferred.

✔ Strong troubleshooting, diagnostic, and analytical skills.

✔ Excellent customer service, communication, and interpersonal skills.

✔ Ability to work independently, prioritize tasks, and perform effectively under pressure.

✔ Strong time management, organizational, and documentation skills.

✔ Team-oriented mindset with a positive attitude and willingness to learn new technologies.

✔ Willingness to work in 24/7/365 shift rotations and travel for on-site installation and technical support whenever required.

✔ Honest, responsible, self-motivated, and committed to delivering high-quality technical support and customer satisfaction.

We are looking for a dedicated and technically skilled Customer Support Engineer to provide installation, maintenance, and technical support services for residential and corporate customers. The ideal candidate should have hands-on experience with fiber optic networks, wireless connectivity, and customer support while ensuring high-quality service delivery within defined SLA standards.

Key Responsibilities

✔ Provide both remote and on-site installation, maintenance, and technical support to residential and corporate customers.

✔ Respond promptly to customer complaints, service requests, and technical issues within defined Service Level Agreement (SLA) timelines.

✔ Install, configure, and troubleshoot fiber optic (FTTx) and wireless (radio) network services.

✔ Configure, optimize, and troubleshoot Wi-Fi routers, access points, and wireless connectivity to ensure reliable network performance and optimal coverage.

✔ Configure and maintain MikroTik routers, including WAN, LAN, DHCP, NAT, Wireless, and basic Firewall configurations.

✔ Diagnose and resolve network connectivity, internet performance, and customer-side equipment issues.

✔ Prepare and submit installation, maintenance, troubleshooting, and service reports accurately and on time.

✔ Update customer information, service history, and support activities in the company's ticketing and CRM systems.

✔ Maintain accurate records of equipment, tools, and materials issued and returned during field operations.

✔ Perform preventive maintenance and routine inspections to ensure uninterrupted network services.

✔ Maintain good knowledge of Fiber Optic, FTTx, GPON/EPON technologies, and customer-premises equipment (CPE).

✔ Use basic fiber testing tools to identify and troubleshoot fiber-related issues (preferred).

✔ Coordinate with Network Operations, Technical Support, and Customer Service teams to resolve complex technical issues.

✔ Ensure compliance with company safety standards, operational procedures, and quality guidelines.

✔ Perform any other technical or customer support responsibilities assigned by management.