Job Opportunities API

Position:  Global Service Desk Engineer – Level 1 Location:  Clark Global City Pampanga Suitable for:  College graduates, BPO background or those looking to enter IT Industry Professional Capabilities: • Experience in some form of UNIX (AIX, HP-UX, Solaris, Red Hat etc) • Willingness to do both hardware and software support • Understanding of basic computer principles • Willingness to be assigned on other TRT locations when necessary Overview: The primary functions of a Global Service Desk – Level 1 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 and network software with occasional database and application work tasks. Workflow generally involves: • Remote break-fix hardware maintenance • UNIX and Windows Operating System support • Problem Management • Incident Response • Customer Communication • Field Engineer Coordination • Service Partner Coordination • Escalation GSD Engineer - Level 1: Key Tasks • Ensure all logged incidents are acknowledged within agreed SLAs • Ensure all customer communication is prompt, professional and reliable. • Ensure all commitments made to customers are met, or re-scheduled with the customer’s knowledge and approval • Hardware case problem analysis. Issues generally focused on components like: Hard Disks, Power Supplies, Memory, Fans • Analysis of logs and recommendation of firmware updates for known issues. • Basic remote Hardware and Operating System troubleshooting. Reseating and replacement of components. • Responsible for organising and scheduled: • Service Partners • Field Engineers • Value Chain Purchases and Movement Requests • Escalate calls through correct channels in a timely manner if unable to resolve • Answer phone calls from customers • Performs Case Assignment to L2 and L3 engineers as appropriate • Performs Service call updates • Ensure proper procedure are followed per company/customer guidelines • Create daily backup reports, monthly or quarterly health checks for Managed Service customers • Monitor and initial backup failure analysis and troubleshooting • Coordinate with logistics on needed parts for service calls • Create IMR/POR as required for service calls 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 L2 and/or L3 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 L2 and/or L3 UNIX core dumps for analysis • Installation and maintenance of software packages • Documentation of problem resolution into TRT’s knowledge base • Disaster Recovery: • Escalation to L2 and/or L3 for DR Execution • Incident Response: • Initial diagnosis of customer problems • Initial telephone 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.