Global Service Desk Engineer – Level 3

• 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.