Engineer – Field Service

Company Overview

NETPLUZ is a regional Managed Communication Service Provider with 11+ years of infocomm expertise. We deliver high-quality managed data, voice, and video services over a converged network, focusing on cost efficiency, business productivity, and uncompromising service standards.

Job Summary

Handle ticket escalation from NOC Team. Provide on-site Deployment including In-house IT support.

Responsibilities

• Respond promptly to all on-site troubleshooting requests escalated by the NOC team to ensure minimal service disruption
• Document incident and problem resolutions clearly to maintain accurate records for future reference
• Collaborate effectively with all Engineering Department teams to coordinate technical solutions and deployments
• Support internal IT operations including onboarding/offboarding processes and PC setup for staff to ensure smooth IT transitions
• Maintain compliance with company technical and administrative procedures to uphold operational standards
• Manage and update the inventory list of equipment for Managed Hardware services to ensure accurate asset tracking
• Perform standby duties as scheduled to provide timely technical support when required

Required competencies and certifications

• Possess at least one of the following IT security certifications: CCNA, Network+, Security+, or equivalent

Preferred competencies and qualifications

• Provide off-site and on-site troubleshooting isolation and resolution to address technical faults efficiently
• Experience in desktop support for Windows operating systems (Windows 10/11) to assist end-users effectively
• Troubleshoot and resolve level 1 system issues and faults to maintain system stability
• Troubleshoot and resolve level 1 network issues and faults to ensure network reliability
• Troubleshoot and resolve desktop/laptop hardware and software issues to support user productivity
• Administer internet routers, firewalls, switches, and Wireless Access Points to maintain network infrastructure
• Document incident and problem resolutions to support knowledge sharing and continuous improvement
• Support customers via email and phone calls to provide timely technical assistance
• Collaborate with customers, helpdesk, service managers, project managers, and vendors to solve technical problems
• Coordinate with vendors or carriers’ technical assistance support centers to oversee or escalate issues until resolution
• Certifications such as CCNA, NSE4, and Ruckus are advantageous for enhanced technical proficiency
• Demonstrate teamwork skills to contribute effectively within cross-functional teams
• Exhibit fast learning ability to quickly adapt to new technologies and processes