Global Service Desk Engineer – Level 2

Position: Global Service Desk Engineer – Level 2

Location: Clark Global City Pampanga

Suitable for: Engineers with 4 years industry experience. System Administrator, Backup Administrator, SAN Administrator, Network Administrator

Certifications : One (1) Industry Certification on a suitable enterprise platform

Professional Capabilities:

Experience in some form of UNIX (AIX, HP-UX, Solaris, Red Hat etc)

Willingness to do both hardware and software support.

Understanding of basic computer principles

Willingness to be assigned on other TRT locations when necessary.

Overview:

The primary functions of a Global Service Desk – Level 2 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:

Remote break-fix hardware maintenance

UNIX and Windows Operating System support

Problem Management

Incident Response

Customer Communication

Escalation

GSD Engineer - Level 2: Key Tasks

Handling cases that are unable to solved by Level 1 Engineers and ensuring resolution within SLA.

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

Perform remote Hardware & Operating System troubleshooting.

Hardware case problem analysis. Issues generally focused on overall system architecture and troubleshooting tough to diagnose system crashes, hangs and reboots.

Analysis of logs and recommendation of firmware updates for unknown issues.

Escalate technical issues to the Consulting Engineer Team as necessary within SLA.

Ensure proper procedures are followed per company/customer guidelines from Field Engineers and Service Partners

Provide System Design Recommendations for the daily backup reports, monthly or quarterly health checks for Managed Service client.

backup failure analysis and troubleshooting (Strong experience with Spectrum Protect or BRMS)

Assist Field Engineer team in resolving HW break-fix issues remotely when difficulties are encountered.

Provide detailed root cause analysis.

Perform remote system administration for managed services client.

Prepare work plan for assigned Field Engineers or Consulting Engineers

Assist Consulting Engineers with scheduled activities.

Assist Consulting Engineers with work plan creation and information handover.

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.

Vendor Certified in at least two(2) relevant industry platforms.

Networking – Should be the equivalent of CCNP or above.

Server/Storage – Vendor certified Hardware Engineer or System Administrator

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 client’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 L3 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 L3 UNIX core dumps for analysis

Installation and maintenance of software packages

Documentation of problem resolution into TRT’s knowledge base

Disaster Recovery:

Escalation to L3 for DR Execution

Incident Response:

Initial diagnosis of customer problems

Initial telephone 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.