Global Service Desk - Level 1

Position: Global Service Desk Engineer – Level 1

Location: Clark Global City Pampanga

Suitable for: College graduates, BPO background or those looking to enter IT Industry

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 1 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 and network software with occasional database and application work tasks. Workflow generally involves:

Remote break-fix hardware maintenance

UNIX and Windows Operating System support

Problem Management

Incident Response

Customer Communication

Field Engineer Coordination

Service Partner Coordination

Escalation

GSD Engineer - Level 1: Key Tasks

Ensure all logged incidents are acknowledged within agreed 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

Hardware case problem analysis. Issues generally focused on components like: Hard Disks, Power Supplies, Memory, Fans

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

Basic remote Hardware and Operating System troubleshooting. Reseating and replacement of components.

Responsible for organising and scheduled:

Service Partners

Field Engineers

Value Chain Purchases and Movement Requests

Escalate calls through correct channels in a timely manner if unable to resolve

Answer phone calls from customers

Performs Case Assignment to L2 and L3 engineers as appropriate

Performs Service call updates

Ensure proper procedure are followed per company/customer guidelines

Create daily backup reports, monthly or quarterly health checks for Managed Service customers

Monitor and initial backup failure analysis and troubleshooting

Coordinate with logistics on needed parts for service calls

Create IMR/POR as required for service calls

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 L2 and/or 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 L2 and/or 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 L2 and/or 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.