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full time Global Services Technical Consultants

at TRT Philippines Inc. in Manila

OVERVIEW:

The primary functions of a Global Services Support Engineer are to resolve incidents that are raised by our customers, and to implement changes and improvements required by customers. Incidents and changes can be related to UNIX/Wintel hardware or UNIX/Windows software, or occasionally applications. Workflow generally involves:

  • Remote break-fix hardware maintenance
  • UNIX and Windows Operating System support
  • Problem Management
  • Incident Response
  • Customer Communication
  • Service Partner coordination
  • Escalation

Key Accountabilities:

  • Break-fix Hardware maintenance

o Perform remote troubleshooting to identify failed hardware
o Coordinate with Service Partners or Support Engineering team for onsite support
o Involve L2 and/or L3 support as and when necessary
o Documentation of problem resolutions into TRT’s knowledge base
o Ensure procedures are properly followed when service partners attend site

  • Software Support

o Analysis of UNIX and Windows related software problems
o UNIX and Windows operating system patching to resolve known problems
o Escalation to L2 and/or L3 UNIX core dumps for analysis
o Installation and maintenance of software packages
o Documentation of problem resolution into TRT’s knowledge base

  • Disaster Recovery

o Escalation to L2 and/or L3 for DR Execution

  • Incident response

o Initial diagnosis of customer problems
o Initial telephone response to customers
o Call management
o Remote support
o Appropriate escalation to GSD Team Leader/Manager when necessary

  • Managed Services – System Administration

o Remote System administration tasks for managed services customers

  • Logistics and Service Partner Coordination

o Coordination with Service Partner for onsite support
o Coordination with Logistics for parts needed for a particular call
o Forwarding all paperwork to Inventory Officer per Warehouse Procedures

Contact: Edwin N. de Mesa
...


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Published at 18-04-2010
Viewed: 817 times