Field Engineer

Roles & Responsibilities

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

Tell employers what skills you have

Switches

Cisco Networking

Team Worker

Fortinet

Troubleshooting

Technical Assistance

Hardware

CCNA

Information Technology

WLAN

Networking

Communication Skills

Customer Oriented

Routers

WAN

VPN

Writing Skills

Ability to Prioritize

Airtable

Technical Support