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Support Engineer( L1)
14 hours ago
Key Responsibilities
- Monitor vessel connectivity and network performance through NOC monitoring tools.
- Perform basic troubleshooting for Starlink terminals, onboard network equipment, and related services.
- Identify connectivity issues such as outages, performance degradation, and hardware-related alarms.
- Escalate unresolved issues to L2/L3 teams following the escalation matrix.
- Log, track, and manage support tickets in the ticketing system.
- Ensure timely response and resolution of customer incidents within SLA.
- Perform initial diagnostics based on standard operating procedures (SOPs).
- Provide first-line support to customers via email, phone, and ticketing tools.
- Assist ship crew with basic firewall checks, modem and router verifications, and configuration confirmations.
- Assist with preparing daily/weekly NOC reports.
- Support the provisioning, activation, and deactivation process for Starlink services.
- Coordinate with logistics or operations teams when hardware replacement or dispatch is required.
- Carry out basic pre-configuration tasks for Starlink equipment as per SOPs.
- Provide remote support during equipment installation or replacement onboard vessels.
