Global Service Desk Engineer – Level 3

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    "location": {
      "city": "Clark Freeport Zone",
      "state": "Pampanga, Philippines"
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    "jobOpeningName": "Global Service Desk Engineer – Level 3",
    "departmentLabel": "Global Service Desk Team",
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    "location": {
      "city": "Clark Freeport Zone",
      "state": "Pampanga, Philippines",
      "postalCode": "2009",
      "addressCountry": "Philippines"
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    "datePosted": "2023-06-21",
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    "description": "<p><span style=\"font-weight: bold;\">Position:</span> Global Service Desk Engineer – Level 3</p>\n<p><span style=\"font-weight: bold;\">Location:</span> Clark Global City – Pampanga Philippines</p>\n<p><br></p>\n<p><span style=\"font-weight: bold;\">Suitable for:</span> Engineers with 6+ years industry experience. Senior System Administrator, Senior Backup Administrator, Senior SAN Administrator, Network Administrator</p>\n<p><span style=\"font-weight: bold;\">Certifications:</span> Two (2) Industry Certification on suitable enterprise platforms. Candidate should hold certifications in two (2) different technologies</p>\n<p><br></p>\n<p><span style=\"font-weight: bold;\">Professional Capabilities:</span></p>\n<ul>\n<li><span style=\"font-size: 13px;\">Vendor Certified experience in some form of </span><span style=\"font-size: 13px; font-weight: bold;\">UNIX (AIX, HP-UX, Solaris, Red Hat etc)</span></li>\n<li><span style=\"font-size: 13px;\">Willingness to do both hardware and software support</span></li>\n<li><span style=\"font-size: 13px;\">Strong Understanding of computer principles</span></li>\n<li><span style=\"font-size: 13px;\">Willingness to be assigned on other TRT locations when necessary </span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-weight: bold;\">Overview:</span></p>\n<p><span>The primary functions of a Global Service Desk – Level 3 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: </span></p>\n<ul>\n<li><span style=\"font-size: 13px;\">Escalated Remote break-fix hardware maintenance</span></li>\n<li><span style=\"font-size: 13px;\">Escalated UNIX and Windows Operating System support</span></li>\n<li><span style=\"font-size: 13px;\">Disaster Recovery </span></li>\n<li><span style=\"font-size: 13px;\">Incident Response</span></li>\n<li><span style=\"font-size: 13px;\">Customer Communication</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-weight: bold;\">GSD Engineer - Level 3: Key Tasks</span></p>\n<ul>\n<li><span style=\"font-size: 13px;\">Handle cases, ensure resolution within SLA &amp; provide timely case updates</span></li>\n<li><span style=\"font-size: 13px;\">Ensure all scheduled activities are performed with proper coordination and approval of client</span></li>\n<li><span style=\"font-size: 13px;\">Perform and troubleshoot disaster recovery procedures</span></li>\n<li><span style=\"font-size: 13px;\">Perform remote HW/OS troubleshooting</span></li>\n<li><span style=\"font-size: 13px;\">Coordinate with service partners or FE team for onsite service calls</span></li>\n<li><span style=\"font-size: 13px;\">Escalate technical issues to the FE/SL/CE team as necessary</span></li>\n<li><span style=\"font-size: 13px;\">Ensure proper procedure are followed per customer guidelines</span></li>\n<li><span style=\"font-size: 13px;\">Create monthly/quarterly health check reports for key customers and submit health check reports in a timely manner</span></li>\n<li><span style=\"font-size: 13px;\">Assist the FE team in resolving HW break-fix issues remotely</span></li>\n<li><span style=\"font-size: 13px;\">Answer phone calls from customers</span></li>\n<li><span style=\"font-size: 13px;\">Perform remote system administration for managed services customers</span></li>\n<li><span style=\"font-size: 13px;\">Last escalation point of within GSD before escalation to CE Team</span></li>\n<li><span style=\"font-size: 13px;\">Monitor and troubleshoot backup failures</span></li>\n<li><span style=\"font-size: 13px;\">Coordinate with logistics on needed parts for service calls</span></li>\n<li><span style=\"font-size: 13px;\">Chase service partners with accomplished JCFs</span></li>\n<li><span style=\"font-size: 13px;\">Prepare work plan for FE or Service partners</span></li>\n<li><span style=\"font-size: 13px;\">Prepare FE onsite request forms for FEs</span></li>\n<li><span style=\"font-size: 13px;\">Prepare service partner engagement forms for service partners</span></li>\n<li><span style=\"font-size: 13px;\">Perform field work as required</span></li>\n<li><span style=\"font-size: 13px;\">Create IMR/POR as required for service calls</span></li>\n<li><span style=\"font-size: 13px;\">Analyze logs for proper analysis</span></li>\n<li><span style=\"font-size: 13px;\">Identify correct part numbers from logs</span></li>\n<li><span style=\"font-size: 13px;\">Create daily handover of calls for next shift engineers</span></li>\n<li><span style=\"font-size: 13px;\">Assist CEs with scheduled activities</span></li>\n<li><span style=\"font-size: 13px;\">Assist CEs with PSC/work plan creation</span></li>\n<li><span style=\"font-size: 13px;\">Create change request forms for important changes</span></li>\n<li><span style=\"font-size: 13px;\">Documentation of problem resolution into TRT’s knowledge base via standard Wiki update procedure</span></li>\n<li><span style=\"font-size: 13px;\">Comply fully with company policy to protect the interests of TRT at all times</span></li>\n<li><span style=\"font-size: 13px;\">Advanced Technical Expert</span></li>\n<li><span style=\"font-size: 13px;\">Vendor Certified</span></li>\n<li><span style=\"font-size: 13px;\">Networking – Should be the equivalent of CCNP or above</span></li>\n<li><span style=\"font-size: 13px;\">Escalation point for Hardware, Software or Managed Service cases.</span></li>\n</ul>\n<p><span style=\"font-weight: bold;\"> </span></p>\n<p><span style=\"font-weight: bold;\">Required Deliverables:</span></p>\n<ul>\n<li><span style=\"font-size: 13px;\">Ensure all logged incidents are resolved within SLA’s</span></li>\n<li><span style=\"font-size: 13px;\">Ensure all customer communication is prompt, professional and reliable.</span></li>\n<li><span style=\"font-size: 13px;\">Ensure all commitments made to customers are met, or scheduled with the customer’s knowledge and approval</span></li>\n<li><span style=\"font-size: 13px;\">Escalate calls through appropriate channels in a timely manner</span></li>\n<li><span style=\"font-size: 13px;\">Continuously learn additional technical and non-technical skills</span></li>\n<li><span style=\"font-size: 13px;\">Operate in a 24 x 7 Support Structure</span></li>\n<li><span style=\"font-size: 13px;\">Comply with company policy to protect the interests of TRT at all times</span></li>\n</ul>\n<p><span> </span></p>\n<p><span style=\"font-weight: bold;\">Key Accountabilities:</span></p>\n<ul>\n<li><span style=\"font-size: 13px; font-weight: bold;\">Break/Fix Hardware Maintenance:</span>\n<ul>\n<li><span style=\"font-size: 13px;\">Perform remote troubleshooting to identify failed hardware</span></li>\n<li><span style=\"font-size: 13px;\">Coordinate with Service Partners or Field Engineering team for onsite support</span></li>\n<li><span style=\"font-size: 13px;\">Involve Consulting Engineer support as and when necessary</span></li>\n<li><span style=\"font-size: 13px;\">Documentation of problem resolutions into TRT’s knowledge base</span></li>\n<li><span style=\"font-size: 13px;\">Ensure procedures are properly followed when service partners attend site</span></li>\n</ul>\n</li>\n<li><span style=\"font-size: 13px; font-weight: bold;\">Software Support:</span>\n<ul>\n<li><span style=\"font-size: 13px;\">Analysis of UNIX and Windows related software problems</span></li>\n<li><span style=\"font-size: 13px;\">UNIX and Windows operating system patching to resolve known problems</span></li>\n<li><span style=\"font-size: 13px;\">Escalation to Consulting Engineer UNIX/Network device core dumps for analysis</span></li>\n<li><span style=\"font-size: 13px;\">Installation and maintenance of software packages</span></li>\n<li><span style=\"font-size: 13px;\">Documentation of problem resolution into TRT’s knowledge base</span></li>\n</ul>\n</li>\n<li><span style=\"font-size: 13px; font-weight: bold;\">Disaster Recovery:</span>\n<ul>\n<li><span style=\"font-size: 13px;\">Performing and troubleshooting Disaster Recovery procedures</span></li>\n</ul>\n</li>\n<li><span style=\"font-size: 13px; font-weight: bold;\">Incident Response:</span>\n<ul>\n<li><span style=\"font-size: 13px;\">In depth diagnosis of customer problems</span></li>\n<li><span style=\"font-size: 13px;\">Telephone and email response to customers</span></li>\n<li><span style=\"font-size: 13px;\">Call management</span></li>\n<li><span style=\"font-size: 13px;\">Remote support</span></li>\n<li><span style=\"font-size: 13px;\">Appropriate escalation to GSD Team Leader/Manager when necessary</span></li>\n</ul>\n</li>\n<li><span style=\"font-size: 13px; font-weight: bold;\">Managed Services – System Administration:</span>\n<ul>\n<li><span style=\"font-size: 13px;\">Remote System administration tasks for managed services customers</span></li>\n</ul>\n</li>\n<li><span style=\"font-size: 13px; font-weight: bold;\">Logistics and Service Partner Coordination:</span>\n<ul>\n<li><span style=\"font-size: 13px;\">Coordination with Service Partner for onsite support</span></li>\n<li><span style=\"font-size: 13px;\">Coordination with Logistics for parts needed for a particular call</span></li>\n<li><span style=\"font-size: 13px;\">Forwarding all paperwork to Inventory Officer per Warehouse Procedures</span></li>\n</ul>\n</li>\n<li><span style=\"font-size: 13px; font-weight: bold;\">Service Call Updates:</span>\n<ul>\n<li><span style=\"font-size: 13px;\">Ensure that all service calls under your responsibility are updated with accurate call updates in a timely fashion until closure of the service call.</span></li>\n</ul>\n</li>\n<li><span style=\"font-size: 13px; font-weight: bold;\">OH&amp;S Work Environment:</span>\n<ul>\n<li><span style=\"font-size: 13px;\">Ensure that the technical work areas remain clean and organized at all times.</span></li>\n<li><span style=\"font-size: 13px;\">Ensure that the warehouse remains clean and organized where practical.</span></li>\n<li><span style=\"font-size: 13px;\">Ensure that you adhere to ESD procedures.</span></li>\n<li><span style=\"font-size: 13px;\">Ensure that you adhere to all OHS requirements, including for lifting, cabling, rack-mounting, and equipment in rooms is not obstructing walkways.</span></li>\n</ul>\n</li>\n</ul>",
    "compensation": "USD 70,000 - 120,000",
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    "minimumExperience": "Experienced",
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