Global Support Services Engineer

Remotely; Italia; Remoto; EUR 45.000 - 65.000; Tempo pieno

Descrizione del lavoro

A technology services company is seeking an experienced Global Support Services Engineer to resolve incidents and implement solutions for enterprise-level machines. This role involves hardware diagnostics, software troubleshooting, and excellent client communication. Ideal candidates will have a degree in IT or related fields and substantial experience in IT support, alongside two relevant industry certifications. Join us to make an impact in a dynamic work environment.

Competenze

• 5-10 years of experience in IT system hardware support.
• Two industry certifications in different technologies required.
• Experience in both hardware and software support.

Mansioni

• Resolve incidents for Enterprise Range level machines.
• Provide remote support and coordinate with clients.
• Document problem resolutions in the knowledge base.

Conoscenze

Advanced Technical Expert

Hardware troubleshooting

Software troubleshooting

Networking expertise (CCNP or above)

Formazione

College Degree in IT, CS, CE, or related field

Strumenti

UNIX-based systems

Descrizione del lavoro

Vendor Certification

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

Server / Storage (but not limited to)

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

Networking (but not Limited to)

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

Job Functions

The primary functions of a GSSE are to resolve incidents, implement changes and improvements for “Enterprise Range” level industry standard machines (e.g. superdome, power systems, storage, tape libraries, etc) raised by global clients. This mainly involves hardware break fix, software like firmware & operating systems troubleshooting, & occasionally applications.

Workflow

• Grabbing of incident tickets involving “Enterprise Range” level industry standard machines:
  • Hardware issues (e.g. in depth diagnostics of superdome, TS3500 library, power systems etc)
  • Software issues (e.g. in depth root cause analysis for UNIX/Network device core dumps)
  • Managed services alerts
• Incident ticket analysis, remote support & resolution
• Communicating with client through email, WebEx & phone call for incident ticket resolution updates
• Coordinating with value chain administrators for spare parts requirement
• Organizing field services engineers for onsite action required
• Performing remote system administration for managed services customers
• Escalation point for Hardware, Software or Managed Service cases unable to be resolved by Level 2. Last escalation point for GSD team
• Assist Consulting Engineers with PSC/work plan creation, MS onboarding & other scheduled activities
• Handle approval of the following deliverables
  • Change request form (CRFs)
  • Complex request for quotation (RFQ)
  • Root Cause Analysis (RCA)
  • Technical Procedure documentation upload to TRT knowledge base
• Ticket hand over
• Training new Global Support Services Engineers

Required Deliverables

• Ensure all logged incidents are resolved within the agreed SLA. Any potential missed SLA should be escalated to team leader.
• Ensure all communication to client are prompt, accurate, & professional to deliver best of client’s experience.
• Ensure accurate & timely issuance of purchase order requests (PORs), inventory movement requests (IMRs) to value chain administrator team.
• Ensure accurate & timely issuance of field engineer on site requests (FORs) or Service Partner Engagement form (SPEF) to field services team.
• Ensure timely handling of Technical Escalations Forms (TERs) from Level 2 which involves tickets requiring 3rd visit (2nd failed visit)
• Accurate checking and timely approval of:
  • Change request form (CRFs)
  • Complex request for quotation (RFQ)
  • Root Cause Analysis (RCA)
  • Technical Procedure documentation upload to TRT knowledge base
• Timely assistance of CE for PSC/work plan creation, MS onboarding & other scheduled activities. Create daily/weekly/monthly reports for managed services clients.
• Documentation of problem resolution into TRT’s knowledge base
• Continuously learn additional technical and non-technical skills
• Onboarding training for new Global Support Services Engineers
• Compliance with company policy

Requirements

• Candidates must possess a College Degree in information technology (IT), computer science (CS), computer engineering (CE), electronics & communication engineering (ECE) or related course for IT.
• Must have 5-10 years up of experience handling IT system hardware break fix & software resolution.
• Willingness to do both hardware and software support.
• Advanced Technical Expert
• Two (2) Industry Certification on suitable enterprise platforms. Candidate should hold certifications in two (2) different technologies.
• Vendor Certified experience in some form of UNIX (AIX, HP-UX, Solaris, Red Hat etc)
• Networking – Should be the equivalent of CCNP or above.