Service Desk Engineer

Job ID 2023-1984
# of Openings
Location : Location


Providing technical assistance to ISP (broadband) customers and helping to quickly resolve technical issues.  Interface on technical escalations with Product Division Development Engineers, extending or qualifying the diagnostics that have been conducted on new products.

To work along with product/escalation teams on defect fixing and resolution as required. Provide technical support and technical training as appropriate. Individual in this role is expected to proactively identify issues and coordinate with escalation teams for timely fix. Contribute to effectively manage issues by following the problem management procedures embedded within the team.

Manage, own, and drive efforts on technical challenges to stabilize issues and closely work with subject matter experts on the same. Contribute to the Knowledge Base, where possible as a pre-emptive step in the resolution of potential customer issues. 


  • Monitor internet connection and fix any internet connectivity issues.
  • Provide support for firewall related customer requests and troubleshoot any issues.
  • Handle Router upgrades and identify any issues on the routing devices.
  • Manage and support in-house E-Mail Filtering solution and liaise with development team for any configuration changes that may require at the infrastructure level.
  • Support RM developed products (IP Products): Web Filtering, SSL VPN solutions.
    Handle issue related to the Websites hosted in the RM Webhosting platform.
  • Manages DNS for RM clients.
  • Management and resolution of technical issues logged by Connectivity customers.
  • Drive improvements in process and culture within the RM group, with a focus on both internal and external customer satisfaction.


  • Hands on experience with Routers (Like Cisco, Juniper, Huawei) and Firewalls (FortiGate, Cisco ASA etc...) 
  • Knowledge on DNS and DHCP working principles. 
  • Firewall Management 
  • Proxy configuration 
  • Windows and Linux Webhosting  
  • Spam filtering and email relay 
  • DNS configuration 
  • DHCP Configuration 
  • Experience on customer facing support role 


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