Global Support Services Engineer

Headquarters: TRT Solutions Limited URL: https://www.trt.com/ 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