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.