Hardware Support Engineer at Koko Networks

1. As a Hardware support engineer, you will support the Tier 1 + 2 hardware field system support functions (service desk + field technicians) with engineering expertise and work closely with Hardware Design Engineers to ensure the reliability of our hardware systems in the field. 
2. What you will do
3. Support Tier 1 field system support (NOC) with analysis and resolution of issues within SLA.
4. Support Tier 2 field system support (field technicians) with analysis of issues
5. Build tools and processes for Tier 1+ Tier 2 field system support functions
6. Train Tier 1 + Tier 2 field system support on relevant tools and processes
7. Design pro-active field maintenance processes and tools
8. Synthesise, categorise and characterise issues occurring in the field with KOKO hardware products to help drive understanding amongst the rest of the product and engineering teams
9. Suggest engineering solutions to the Design engineering team based on issue analysis
10. Collect information to support calculation of meaningful  metrics that help understand the health status of our systems
11. Audit Tier 1 + Tier 2 field system support functions (incl. Field maintenance) on a regular basis
12. Offer support to any other engineering tasks as assigned by the line manager

What you will bring to KOKO

1. Experience in hardware design (mechanical and electrical)
2. Experience in support and maintenance processes
3. Experience in hardware troubleshooting and root cause analysis (RCA)
4. Bachelor Degree in Mechanical Engineering or related field
5. Excellent written and spoken technical English 
6. Highly skilled in Microsoft Excel
7. 3+ years of relevant work experience