Job Opportunities API

Position: Global Service Desk Engineer – Level 2 Location: Clark Global City Pampanga 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.