Engineer - Enterprise Customer Support

Role Overview

This position sits within the Enterprise Customer Support team and is focused on keeping business-critical services running for high-value corporate clients. Day to day, you will own escalated trouble tickets, perform second-level diagnostics, and drive incidents to resolution within strict service-level agreements. Your work directly protects revenue, preserves client trust, and ensures that enterprise customers experience minimal disruption across their network and IT environments.

Key Responsibilities

• Own and resolve escalated enterprise support tickets, ensuring every incident is diagnosed, actioned, and closed within agreed SLAs.
• Act as the primary technical point of contact for enterprise customers, partners, and special projects, providing clear status updates and managing expectations throughout the lifecycle of each issue.
• Conduct deep root cause analysis on production errors and recurring faults, then implement permanent fixes rather than temporary workarounds.
• Build and maintain scripts, automation tools, and dashboards that reduce repeat incidents, speed up diagnostics, and improve the overall customer experience.
• Monitor capacity on client circuits and network resources, producing weekly and monthly performance reports that highlight trends, risks, and improvement opportunities.
• Perform scheduled preventive maintenance and proactive health checks for global customers, documenting all procedures and ensuring they are followed consistently.
• Escalate complex issues to level 3 subject matter experts and backend teams, coordinating follow-ups until full resolution is achieved.
• Maintain accurate documentation for all customer solutions, restorative procedures, and preventive measures, and promote adherence to those documents across the team.

Requirements & Qualifications

• ITIL V3 certification or equivalent, demonstrating a solid grasp of IT service management frameworks.
• ICDL certification and A+ certification covering both hardware and software fundamentals.
• Cisco certification such as CCNA or CCNP, or equivalent Huawei certifications including HCNA or HCNP.
• Proven experience in IT service management with working knowledge of IT platforms, operating systems, LAN/WAN networking, wireless technologies, and enterprise user support.
• Hands-on experience supporting both hardware and software systems, including troubleshooting, repair, and preventive maintenance.
• Track record of performing root cause analysis, scripting for automation, and building or recommending tools that enhance service reliability.
• Strong communication and problem-solving skills, with the ability to articulate technical issues clearly to customers, stakeholders, and cross-functional teams.