Global Service Desk - Level 1

Suitable for: College graduates, BPO background or those looking to enter IT Industry

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 1 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 and network software with occasional database and application work tasks. Workflow generally involves:

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

GSD Engineer - Level 1: Key Tasks

• Ensure all logged incidents are acknowledged within agreed 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
• Hardware case problem analysis. Issues generally focused on components like: Hard Disks, Power Supplies, Memory, Fans
• Analysis of logs and recommendation of firmware updates for known issues.
• Basic remote Hardware and Operating System troubleshooting. Reseating and replacement of components.
• Responsible for organising and scheduled:
• Service Partners
• Field Engineers
• Value Chain Purchases and Movement Requests
• Escalate calls through correct channels in a timely manner if unable to resolve
• Answer phone calls from customers
• Performs Case Assignment to L2 and L3 engineers as appropriate
• Performs Service call updates
• Ensure proper procedure are followed per company/customer guidelines
• Create daily backup reports, monthly or quarterly health checks for Managed Service customers
• Monitor and initial backup failure analysis and troubleshooting
• Coordinate with logistics on needed parts for service calls
• Create IMR/POR as required for service calls

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 L2 and/or 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 L2 and/or 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 L2 and/or 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.