Global Support Services Engineer

Vendor Certification Successful Applicants are required to hold two current Enterprise Vendor Certifications (Advanced Technical Expert Level in at least one) in any or equivalent Server / Storage (but not limited to) · IBM · NetApp · Dell / EMC · VMWare · RedHat · Nutanix · HPE · Oracle · Fujitsu Networking (but not Limited to) · Cisco (CCNP/CCIE only) · Juniper (JCNP/JCIE only) · Gigamon · HP/ Aruba · NetScout · RiverBed · Nokia Job Functions The primary functions of a GSSE are to resolve incidents, implement changes and improvements for “Enterprise Range” level industry standard machines (e.g. superdome, power systems, storage, tape libraries, etc) raised by global clients. This mainly involves hardware break fix, software like firmware & operating systems troubleshooting, & occasionally applications. Workflow: · Grabbing of incident tickets involving “Enterprise Range” level industry standard machines: o Hardware issues (e.g. in depth diagnostics of superdome, TS3500 library, power systems etc) o Software issues (e.g. in depth root cause analysis for UNIX/Network device core dumps) o Managed services alerts · Incident ticket analysis, remote support & resolution · Communicating with client though email, WebEx & phone call for incident ticket resolution updates · Coordinating with value chain administrators for spare parts requirement · Organizing field services engineers for onsite action required · Performing remote system administration for managed services customers · Escalation point for Hardware, Software or Managed Service cases unable to be resolved by Level 2. Last escalation point for GSD team · Assist Consulting Engineers with PSC/work plan creation, MS onboarding & other scheduled activities · Handle approval of the following deliverables o Change request form (CRFs) o Complex request for quotation (RFQ) o Root Cause Analysis (RCA) o Technical Procedure documentation upload to TRT knowledge base · Ticket hand over · Training new Global Support Services Engineers Required Deliverables: · Ensure all logged incidents are resolved within the agreed SLA. Any potential missed SLA should be escalated to team leader. · Ensure all communication to client are prompt, accurate, & professional to deliver best of client’s experience. · Ensure accurate & timely issuance of purchase order requests (PORs), inventory movement requests (IMRs) to value chain administrator team. · Ensure accurate & timely issuance of field engineer on site requests (FORs) or Service Partner Engagement form (SPEF) to field services team. · Ensure timely handling of Technical Escalations Forms (TERs) from Level 2 which involves tickets requiring 3rd visit (2nd failed visit) · Accurate checking and timely approval of: o Change request form (CRFs) o Complex request for quotation (RFQ) o Root Cause Analysis (RCA) o Technical Procedure documentation upload to TRT knowledge base · Timely assistance of CE for PSC/work plan creation, MS onboarding & other scheduled activities Create daily/weekly/monthly reports for managed services clients. · Documentation of problem resolution into TRT’s knowledge base · Continuously learn additional technical and non-technical skills · Onboarding training for new Global Support Services Engineers · Compliance with company policy Requirements: · Candidates must possess a College Degree in information technology (IT), computer science (CS), computer engineering (CE), electronics & communication engineering (ECE) or related course for IT. · Must have 5-10 years up of experience handling IT system hardware break fix & software resolution. · Willingness to do both hardware and software support. · Advanced Technical Expert · Two (2) Industry Certification on suitable enterprise platforms. Candidate should hold certifications in two (2) different technologies. · Vendor Certified experience in some form of UNIX (AIX, HP-UX, Solaris, Red Hat etc) · Networking – Should be the equivalent of CCNP or above.