Global Service Desk Engineer – Level 2

• 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.