Global Service Desk Engineer – Level 3

Position: Global Service Desk Engineer – Level 3

Location: Clark Global City – Pampanga Philippines

Suitable for: Engineers with 6+ years industry experience. Senior System Administrator, Senior Backup Administrator, Senior SAN Administrator, Network Administrator

Certifications: Two (2) Industry Certification on suitable enterprise platforms. Candidate should hold certifications in two (2) different technologies

Professional Capabilities:

• Vendor Certified experience in some form of UNIX (AIX, HP-UX, Solaris, Red Hat etc)

• Willingness to do both hardware and software support

• Strong Understanding of computer principles

• Willingness to be assigned on other TRT locations when necessary

Overview:

The primary functions of a Global Service Desk – Level 3 Engineer are to resolve incidents that are raised by our customers, to implement changes and any and all improvements requested by customers. Incidents and changes can be related to UNIX/Wintel hardware, UNIX/Windows software, SAN/NAS Storage, Enterprise Networking hardware, Enterprise Networking software and occasionally applications. Workflow generally involves:

• Escalated Remote break-fix hardware maintenance

• Escalated UNIX and Windows Operating System support

• Disaster Recovery

• Incident Response

• Customer Communication

GSD Engineer - Level 3: Key Tasks

• Handle cases, ensure resolution within SLA & provide timely case updates

• Ensure all scheduled activities are performed with proper coordination and approval of client

• Perform and troubleshoot disaster recovery procedures

• Perform remote HW/OS troubleshooting

• Coordinate with service partners or FE team for onsite service calls

• Escalate technical issues to the FE/SL/CE team as necessary

• Ensure proper procedure are followed per customer guidelines

• Create monthly/quarterly health check reports for key customers and submit health check reports in a timely manner

• Assist the FE team in resolving HW break-fix issues remotely

• Answer phone calls from customers

• Perform remote system administration for managed services customers

• Last escalation point of within GSD before escalation to CE Team

• Monitor and troubleshoot backup failures

• Coordinate with logistics on needed parts for service calls

• Chase service partners with accomplished JCFs

• Prepare work plan for FE or Service partners

• Prepare FE onsite request forms for FEs

• Prepare service partner engagement forms for service partners

• Perform field work as required

• Create IMR/POR as required for service calls

• Analyze logs for proper analysis

• Identify correct part numbers from logs

• Create daily handover of calls for next shift engineers

• Assist CEs with scheduled activities

• Assist CEs with PSC/work plan creation

• Create change request forms for important changes

• Documentation of problem resolution into TRT’s knowledge base via standard Wiki update procedure

• Comply fully with company policy to protect the interests of TRT at all times

• Advanced Technical Expert

• Vendor Certified

• Networking – Should be the equivalent of CCNP or above

• Escalation point for Hardware, Software or Managed Service cases.

Required Deliverables:

• Ensure all logged incidents are resolved within SLA’s

• Ensure all customer communication is prompt, professional and reliable.

• Ensure all commitments made to customers are met, or scheduled with the customer’s knowledge and approval

• Escalate calls through appropriate channels in a timely manner

• Continuously learn additional technical and non-technical skills

• Operate in a 24 x 7 Support Structure

• Comply with company policy to protect the interests of TRT at all times

Key Accountabilities:

• Break/Fix Hardware Maintenance:

• Perform remote troubleshooting to identify failed hardware

• Coordinate with Service Partners or Field Engineering team for onsite support

• Involve Consulting Engineer support as and when necessary

• Documentation of problem resolutions into TRT’s knowledge base

• Ensure procedures are properly followed when service partners attend site

• Software Support:

• Analysis of UNIX and Windows related software problems

• UNIX and Windows operating system patching to resolve known problems

• Escalation to Consulting Engineer UNIX/Network device core dumps for analysis

• Installation and maintenance of software packages

• Documentation of problem resolution into TRT’s knowledge base

• Disaster Recovery:

• Performing and troubleshooting Disaster Recovery procedures

• Incident Response:

• In depth diagnosis of customer problems

• Telephone and email response to customers

• Call management

• Remote support

• Appropriate escalation to GSD Team Leader/Manager when necessary

• Managed Services – System Administration:

• Remote System administration tasks for managed services customers

• Logistics and Service Partner Coordination:

• Coordination with Service Partner for onsite support

• Coordination with Logistics for parts needed for a particular call

• Forwarding all paperwork to Inventory Officer per Warehouse Procedures

• Service Call Updates:

• Ensure that all service calls under your responsibility are updated with accurate call updates in a timely fashion until closure of the service call.

• OH&S Work Environment:

• Ensure that the technical work areas remain clean and organized at all times.

• Ensure that the warehouse remains clean and organized where practical.

• Ensure that you adhere to ESD procedures.

• Ensure that you adhere to all OHS requirements, including for lifting, cabling, rack-mounting, and equipment in rooms is not obstructing walkways.