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 equivalentServer / Storage (but not limited to)IBMNetAppDell / EMCVMWareRedHatNutanixHPEOracleFujitsuNetworking (but not Limited to)Cisco (CCNP/CCIE only)Juniper (JCNP/JCIE only)GigamonHP/ArubaNetScoutRiverBedNokiaJob 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.WorkflowGrabbing of incident tickets involving "Enterprise Range" level industry standard machines:Hardware issues (e.g. in depth diagnostics of superdome, TS**** library, power systems etc)Software issues (e.g. in depth root cause analysis for UNIX/Network device core dumps)Managed services alertsIncident ticket analysis, remote support & resolutionCommunicating with client through email, WebEx & phone call for incident ticket resolution updatesCoordinating with value chain administrators for spare parts requirementOrganizing field services engineers for onsite action requiredPerforming remote system administration for managed services customersEscalation point for Hardware, Software or Managed Service cases unable to be resolved by Level 2.Last escalation point for GSD teamAssist Consulting Engineers with PSC/work plan creation, MS onboarding & other scheduled activitiesHandle approval of the following deliverablesChange request form (CRFs)Complex request for quotation (RFQ)Root Cause Analysis (RCA)Technical Procedure documentation upload to TRT knowledge baseTicket hand overTraining new Global Support Services EngineersRequired DeliverablesEnsure 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:Change request form (CRFs)Complex request for quotation (RFQ)Root Cause Analysis (RCA)Technical Procedure documentation upload to TRT knowledge baseTimely 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 baseContinuously learn additional technical and non-technical skillsOnboarding training for new Global Support Services EngineersCompliance with company policyRequirementsCandidates 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 ExpertTwo (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.#J-*****-Ljbffr