Job Opportunities API

Position: Global Service Desk Engineer – Level 3 Location: Clark Global City – Pampanga Philippines Suitable for: Engineers with 6+ years industry experience. Senior System Administrator, Senior Backup Administrator, Senior SAN Administrator, Network Administrator Certifications: Two (2) Industry Certification on suitable enterprise platforms. Candidate should hold certifications in two (2) different technologies Professional Capabilities: • Vendor Certified experience in some form of UNIX (AIX, HP-UX, Solaris, Red Hat etc) • Willingness to do both hardware and software support • Strong Understanding of computer principles • Willingness to be assigned on other TRT locations when necessary Overview: The primary functions of a Global Service Desk – Level 3 Engineer are to resolve incidents that are raised by our customers, to implement changes and any and all improvements requested by customers. Incidents and changes can be related to UNIX/Wintel hardware, UNIX/Windows software, SAN/NAS Storage, Enterprise Networking hardware, Enterprise Networking software and occasionally applications. Workflow generally involves: • Escalated Remote break-fix hardware maintenance • Escalated UNIX and Windows Operating System support • Disaster Recovery • Incident Response • Customer Communication GSD Engineer - Level 3: Key Tasks • Handle cases, ensure resolution within SLA & provide timely case updates • Ensure all scheduled activities are performed with proper coordination and approval of client • Perform and troubleshoot disaster recovery procedures • Perform remote HW/OS troubleshooting • Coordinate with service partners or FE team for onsite service calls • Escalate technical issues to the FE/SL/CE team as necessary • Ensure proper procedure are followed per customer guidelines • Create monthly/quarterly health check reports for key customers and submit health check reports in a timely manner • Assist the FE team in resolving HW break-fix issues remotely • Answer phone calls from customers • Perform remote system administration for managed services customers • Last escalation point of within GSD before escalation to CE Team • Monitor and troubleshoot backup failures • Coordinate with logistics on needed parts for service calls • Chase service partners with accomplished JCFs • Prepare work plan for FE or Service partners • Prepare FE onsite request forms for FEs • Prepare service partner engagement forms for service partners • Perform field work as required • Create IMR/POR as required for service calls • Analyze logs for proper analysis • Identify correct part numbers from logs • Create daily handover of calls for next shift engineers • Assist CEs with scheduled activities • Assist CEs with PSC/work plan creation • Create change request forms for important changes • Documentation of problem resolution into TRT’s knowledge base via standard Wiki update procedure • Comply fully with company policy to protect the interests of TRT at all times • Advanced Technical Expert • Vendor Certified • Networking – Should be the equivalent of CCNP or above • Escalation point for Hardware, Software or Managed Service cases. Required Deliverables: • Ensure all logged incidents are resolved within SLA’s • Ensure all customer communication is prompt, professional and reliable. • Ensure all commitments made to customers are met, or scheduled with the customer’s knowledge and approval • Escalate calls through appropriate channels in a timely manner • Continuously learn additional technical and non-technical skills • Operate in a 24 x 7 Support Structure • Comply with company policy to protect the interests of TRT at all times Key Accountabilities: • Break/Fix Hardware Maintenance: • Perform remote troubleshooting to identify failed hardware • Coordinate with Service Partners or Field Engineering team for onsite support • Involve Consulting Engineer support as and when necessary • Documentation of problem resolutions into TRT’s knowledge base • Ensure procedures are properly followed when service partners attend site • Software Support: • Analysis of UNIX and Windows related software problems • UNIX and Windows operating system patching to resolve known problems • Escalation to Consulting Engineer UNIX/Network device core dumps for analysis • Installation and maintenance of software packages • Documentation of problem resolution into TRT’s knowledge base • Disaster Recovery: • Performing and troubleshooting Disaster Recovery procedures • Incident Response: • In depth diagnosis of customer problems • Telephone and email response to customers • Call management • Remote support • Appropriate escalation to GSD Team Leader/Manager when necessary • Managed Services – System Administration: • Remote System administration tasks for managed services customers • Logistics and Service Partner Coordination: • Coordination with Service Partner for onsite support • Coordination with Logistics for parts needed for a particular call • Forwarding all paperwork to Inventory Officer per Warehouse Procedures • Service Call Updates: • Ensure that all service calls under your responsibility are updated with accurate call updates in a timely fashion until closure of the service call. • OH&S Work Environment: • Ensure that the technical work areas remain clean and organized at all times. • Ensure that the warehouse remains clean and organized where practical. • Ensure that you adhere to ESD procedures. • Ensure that you adhere to all OHS requirements, including for lifting, cabling, rack-mounting, and equipment in rooms is not obstructing walkways.