Global Support Services Engineer

TRT Shared Services, OPC; Daerah Khusus Ibukota Jakarta; On-site; USD 20.000 - 30.000; Full time

Job summary

A leading IT services company seeks entry-level service delivery technical personnel capable of resolving incidents, implementing changes, and providing support for enterprise-level systems. The role requires strong qualifications such as two enterprise vendor certifications and relevant experience in hardware troubleshooting and software resolution.

Benefits

Career development opportunities

Competitive salary reflecting the industry standards

Qualifications

• 5-10 years experience in hardware break-fix and software resolution.
• Two industry certifications in enterprise platforms required.
• CCNP level networking certification or above.

Responsibilities

• Resolving incidents, implementing changes for enterprise-level machines.
• Managing alerts and providing remote support.
• Documenting resolutions and training new personnel.

Skills

Incident resolution

Hardware troubleshooting

Software troubleshooting

Client communication

Education

College degree in IT, CS, CE, ECE

Tools

UNIX

Networking technologies

Job description

TRT Solutions (trt.com) is a Global IT Services Company that provides hardware maintenance, system support, Managed and Professional services, along with Web / Cloud Services on IT Server, Storage, and Networking infrastructure. We have recently acquired several new global contracts and are now recruiting entry-level service delivery technical personnel.

Successful applicants are required to hold two current Enterprise Vendor Certifications (with at least one at Advanced Technical Expert level) in any or equivalent technologies.

Server / Storage (but not limited to)

• IBM
• NetApp
• Dell / EMC
• VMWare
• RedHat
• Nutanix
• HPE
• Oracle

Networking (but not limited to)

• Cisco (CCNP/CCIE only)
• Juniper (JCNP/JCIE only)
• Gigamon
• HP/Aruba
• NetScout
• RiverBed

Job Functions

The primary functions of a GSSE include resolving incidents, implementing changes, and improvements for enterprise-level machines such as superdome, power systems, storage, tape libraries, etc., raised by global clients. Responsibilities involve hardware break-fix, troubleshooting software like firmware and operating systems, and occasionally applications.

Workflow includes:

• Handling incident tickets involving hardware issues (e.g., diagnostics of superdome, TS3500 library, power systems)
• Resolving software issues (e.g., root cause analysis for UNIX/Network device core dumps)
• Managing alerts from managed services
• Remote support and resolution of incidents
• Communicating with clients via email, WebEx, and phone
• Coordinating with spare parts administrators
• Organizing onsite field services engineers
• Performing remote system administration
• Escalating unresolved hardware, software, or managed service cases
• Assisting consulting engineers with planning and onboarding activities
• Handling approvals for change requests, RFQs, RCAs, and documentation uploads
• Creating reports for managed services
• Documenting resolutions in TRT’s knowledge base
• Continuously developing technical and non-technical skills
• Training new GSSEs
• Ensuring compliance with company policies

Requirements

• College degree in IT, CS, CE, ECE, or related field
• 5-10 years of experience in hardware break-fix and software resolution
• Willingness to support both hardware and software
• Two industry certifications in different enterprise platforms
• Vendor-certified experience in UNIX (AIX, HP-UX, Solaris, Red Hat, etc.)
• Networking certification at CCNP level or above

TRT Global is a $30M revenue company focusing on delivering services across IT Server, Storage, and Networking technologies for clients like DHL, Alcatel Lucent, UBS, and BP, operating globally in regions including Australia, Singapore, Malaysia, Philippines, Thailand, Taiwan, Hong Kong, the Netherlands, and the USA.

Our HR policy offers only the statutory minimum leave, regardless of location or position, as part of our focus on career development and supporting our clients' changing needs. We seek individuals who value career growth, variety of experience, professional relationships, personal development, and contribution to greater goals. We are committed to competitive salaries that reflect this culture.

If you prioritize above-minimum leave allowances, consider other employment options, as TRT's policy aligns with our focus on career development over extended leave benefits.