IT Field Support Engineer

TRT Shared Services, OPC; Jakarta Utara; On-site; IDR 656.491.000 - 902.676.000; Full time

Job summary

A global IT services company is seeking a skilled professional to manage spare parts control and warehouse maintenance. Key responsibilities include overseeing parts movement, resolving incidents, and coordinating deliveries. The ideal candidate has a college degree, relevant networking certifications, and at least 7 years of experience in IT spare parts management. Opportunities for travel to global offices are included.

Qualifications

• Certifications on networking platforms such as Cisco and Juniper preferred.
• Solaris – Oracle Certified Professional and VMware – VMware Certified Professional.
• 7 years of IT spare parts control & warehouse maintenance experience preferred.

Responsibilities

• Manage spare parts movement inbound and outbound from the warehouse.
• Resolve minor incidents raised by customers.
• Assist with part deliveries to Field Engineers & Service Partner Engineers onsite.

Skills

Networking fundamentals

Customer communication

Problem-solving

Education

College degree

Tools

NetSuite

Inventory management systems

Job description

Overview

Candidates must possess a college degree. Training and Certification would be an advantage. Certifications on various networking platforms (Cisco and Juniper preferred, Solaris – Oracle Certified Professional, VMware – VMWare Certified Professional).

Preferably have 7 years of experience in IT spare parts control & warehouse maintenance. Willing to be assigned to TRT office location, and to travel to TRT offices globally on an as-needed basis.

Job Functions:

The primary function of an AFE is to manage spare parts movement inbound and outbound from the warehouse, resolve minor incidents raised by customers, and assist with part deliveries to Field Engineers & Service Partner Engineers onsite. Incidents and changes can relate to servers, tape libraries/drives, storage devices, printers, and various other equipment.

Primary Workflow:

• Spares management inbound and outbound the warehouse
• Handle quarterly stock take in Local Warehouse & Service Partner Warehouses
• Conduct onsite physical & logical audits for proactive sparing
• Perform quarterly onsite preventive maintenance per assigned customer
• Handle spare parts deliveries to FE, SeP & client
• Issuance of IMR’s, POR’s
• Assist VCA’s & BDA’s for investigating missing parts from stock counting
• Customer communication
• Updating TRT internal procedures
• Learning additional technical and non-technical skills
• Sourcing Local Service Partners
• Sourcing Local Logistic Partner / Supplier
• Ensure above 95% accuracy between NetSuite inventory database and actual TRT & SeP warehouse spares
• Ensure all supported incidents or tickets are resolved within 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
• Continuously learn additional technical and non-technical skills
• Escalate calls through the correct channels promptly
• 24 x 7 Support Structure
• Comply fully with company policy to always protect the interests of TRT
• Ensure local SeP is available for onsite requirements
• Work with VCA team for local parts sourcing

Accountabilities:

• Local ticket management/status monitoring and ensure resolution within SLAs
• Warehouse inventory movement monitoring
• Ensure warehouse parts labeling & binning is compliant with TRT global standard
• Ensure procedures are properly followed when onsite
• Ensure on-time support for spare parts

Service Call Updates:

• Ensure timely updates to GSD & FE for calls requiring additional parts on-site
• Ensure all onsite service calls under your responsibility are updated to the GSD Team within the agreed SLA
• Maintain clean and organized warehouse/technical work areas
• Adhere to ESD procedures and all OHS requirements

Qualifications:

• College degree required; training and certification advantage
• Certifications on networking platforms (Cisco and Juniper preferred)
• Solaris – Oracle Certified Professional
• VMware – VMware Certified Professional
• Strong understanding of networking fundamentals
• Willing to travel to TRT offices globally as needed
• 7 years of IT spare parts control & warehouse maintenance experience preferred

Additional Information:

TRT Global is a global IT services company focused on delivering services across IT Server, storage and networking technologies. Employment details and leave policies are as described by TRT. The description above reflects the responsibilities and requirements for this role.