Global Support Services IT Engineer

TRT; Angeles; Remote; PHP 5,664,000 - 7,552,000; Full time

Job summary

TRT is recruiting for IT Servers, Storage and Networking Advanced Technical Experts to join our Global Support Services Team. Remote-based applicants with vendor certifications are welcome as they grow into cross-technology specialists beyond single-vendor focus.

Responsibilities include resolving incidents, performing remote troubleshooting, coordinating with value chain administrators for parts, and guiding field engineers.

Qualifications

• Bachelor’s degree in IT/CS/CE/ECE or related field.
• 5–10 years of IT hardware break-fix and software resolution experience.
• Two certifications across different enterprise platforms; UNIX experience preferred.

Responsibilities

• Lead escalated cases for enterprise hardware and software issues.
• Perform remote troubleshooting and incident resolution.
• Coordinate with value chain admins for spare parts and field services.
• Produce PSC/Onboarding plans and assist engineers during engagements.
• Ensure SLA adherence and clear client communications.

Skills

IT hardware

Software troubleshooting

Remote support

Customer communication

Education

Bachelor’s degree in IT/CS/CE/ECE

Two enterprise certifications

Tools

UNIX systems

Server hardware

Storage systems

Job description

TRT is recruiting for IT Servers, Storage and / or Networking Advanced Technical Experts who have multiple vendor certifications on any of the following or equivalent technologies. TRT so recruiting for remote based applicants to our Global Support Services Team who that are willing to grow from one area of specialization into cross technology specialists as storage, networking, or server specialist instead of just vendor-based specialist.

• IBM
• NetApp
• Dell / EMC
• VMWare
• RedHat
• Nutanix
• HPE
• Oracle
• Cisco (CCNP/CCIE only)
• Juniper (JCNP/JCIE only)
• Gigamon
• HP/ Aruba
• NetScout
• Huawei

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

• Technical Lead of escalated cases involving “Enterprise Range” level industry standard machines:
  • Server, Storage OR Networking Hardware failures
  • Operating, Storage or Networking Software support Failures
  • Database performance degradation or database failures.
• Incident root cause analysis, remote troubleshooting, software support & resolution
• Communicating with client though email, WebEx & phone call for incident ticket resolution updates
• Coordinating with value chain administrators (VCA) for spare parts requirement
• Organizing field services engineers for onsite action required
• Performing remote system administration for managed services customers
• Escalation points for Hardware, Software or Managed Service cases unable to be resolved by Level 2. Last escalation points 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
• 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.