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Global Service Desk Engineers
at Total Risc Technology (TRT) in Taguig
OVERVIEW:
The primary functions of a Global Services Desk 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
REQUIRED DELIVERABLES:
• Ensure all logged incidents are resolved within 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
• Escalate calls through correct channels in a timely manner
• Continuously learn additional technical and non technical skills
• 24 x 7 Support Structure
• Comply fully with company policy to protect the interests of TRT at all times
PROFESSIONAL CAPABILITIES:
• Experience in some form of UNIX (Red Hat, Solaris, AIX, HP-UX etc)
• Willingness to do both hardware and software support
• Understanding of basic computer principles
• Willingness to be assigned on other TRT locations when necessary
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
Midrange IT Platform Overview:
TRT Engineers work on a range on platforms, including:
Discipline Technology Years of Experience
Servers Sun SPARC, HP, IBM At least 5 years
Operating System Solaris, AIX, HPUX, Linux, Tru64, Windows At least 5 years
Disk Storage IBM, HDS, EMC, HP, NetApp At least 3 years
Tape Storage StorageTek, IBM, Sun, HP At least 3 years
Networking Cisco, IBM, Juniper At least 2 years
SAN IBM, Brocade At least 2 years
Backup Solution TSM, Veritas/Symantec, EMC, Commvault At least 2 years
ITIL Problem Management, Incident Management At least 2 years
...
The primary functions of a Global Services Desk 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
REQUIRED DELIVERABLES:
• Ensure all logged incidents are resolved within 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
• Escalate calls through correct channels in a timely manner
• Continuously learn additional technical and non technical skills
• 24 x 7 Support Structure
• Comply fully with company policy to protect the interests of TRT at all times
PROFESSIONAL CAPABILITIES:
• Experience in some form of UNIX (Red Hat, Solaris, AIX, HP-UX etc)
• Willingness to do both hardware and software support
• Understanding of basic computer principles
• Willingness to be assigned on other TRT locations when necessary
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
Midrange IT Platform Overview:
TRT Engineers work on a range on platforms, including:
Discipline Technology Years of Experience
Servers Sun SPARC, HP, IBM At least 5 years
Operating System Solaris, AIX, HPUX, Linux, Tru64, Windows At least 5 years
Disk Storage IBM, HDS, EMC, HP, NetApp At least 3 years
Tape Storage StorageTek, IBM, Sun, HP At least 3 years
Networking Cisco, IBM, Juniper At least 2 years
SAN IBM, Brocade At least 2 years
Backup Solution TSM, Veritas/Symantec, EMC, Commvault At least 2 years
ITIL Problem Management, Incident Management At least 2 years
...
Published at 21-06-2010
Viewed: 759 times
Viewed: 759 times
