Global Support Services Engineer

TRT Shared Services, OPC; Jakarta Utara; On-site; IDR 200.000.000 - 300.000.000; Full time

Job summary

A global IT services company is seeking entry-level service delivery technical personnel in Jakarta Utara. The role involves resolving hardware and software incidents for global clients, maintaining high-end servers and systems. Candidates should possess a college degree in IT or a related field, have 5-10 years of relevant experience, and hold two certifications in different technologies. A willingness to support both hardware and software is crucial.

Qualifications

• 5-10 years of experience handling IT system hardware break-fix and software resolution.
• Willingness to support both hardware and software aspects.
• Two industry certifications on suitable enterprise platforms.

Responsibilities

• Resolve incidents and implement changes for high-end servers and systems.
• Handle incident tickets and diagnose hardware/software issues.
• Assist engineers with planning and onboarding activities.

Skills

Hardware troubleshooting

Software support

Networking expertise

Incident resolution

Education

College degree in IT or related field

Tools

IBM

Cisco

RedHat

VMware

Job description

Overview

TRT Solutions (trt.com) is a Global IT Services Company delivering hardware maintenance, software support, Managed and Professional services, and Web/Cloud Services on IT server, storage and networking infrastructure. TRT is recruiting entry level service delivery technical personnel to support global contracts.

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

Required Certifications and Technologies

Server / Storage (not limited to)

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

Networking (not limited to)

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

Job Functions

• The primary function of a GSSE is to resolve incidents and implement changes/improvements for Enterprise Range level machines (e.g., high-end servers, storage systems, and related hardware/software) reported by global clients. This includes hardware break/fix, firmware and operating system troubleshooting, and, occasionally, applications.
• Workflow includes handling incident tickets, diagnosing hardware issues (e.g., in-depth diagnostics of enterprise systems), software issues (root-cause analysis for UNIX/Network device core dumps), and managed services alerts. Responsibilities include incident ticket analysis, remote support and resolution; communicating updates to clients via email, WebEx and phone; coordinating spare parts with value chain administrators; organizing field engineers for onsite actions; performing remote system administration for managed services customers.
• Serve as escalation point for hardware, software or managed service cases that cannot be resolved by Level 2; assist Consulting Engineers with PSC/work plan creation, MS onboarding and other scheduled activities.
• Handle approvals of deliverables: Change Request Forms (CRFs), Complex RFQs, Root Cause Analysis (RCA), and Technical Procedure documentation uploads to TRT knowledge base; ticket handover; ensure all logged incidents are resolved within the agreed SLA and escalate potential misses to team leader.
• Coordinate procurement and scheduling: issue Purchase Order Requests (PORs), inventory movement requests (IMRs), field engineer on-site requests (FORs) or Service Partner Engagement Forms (SPEFs), and timely handling of Technical Escalations Forms (TERs) for tickets requiring additional visits.
• Create daily/weekly/monthly reports for managed services clients; document problem resolutions in TRT knowledge base; continually learn additional technical and non-technical skills; onboarding training for new Global Support Services Engineers; ensure compliance with company policy.

Requirements

• College degree in information technology (IT), computer science (CS), computer engineering (CE), electronics & communication engineering (ECE) or related IT field.
• 5-10 years of experience handling IT system hardware break-fix and software resolution.
• Willingness to support both hardware and software aspects.
• Two (2) industry certifications on suitable enterprise platforms, with certifications in two different technologies.
• Vendor-certified experience in UNIX (AIX, HP-UX, Solaris, Red Hat, etc.).
• Networking experience equivalent to CCNP or above.