Global Service Desk - Level 1

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    "id": "149",
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    "location": {
      "city": "Clark Freeport Zone",
      "state": "Pampanga, Philippines"
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    "departmentId": "18779",
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    "jobOpeningName": "Global Service Desk - Level 1",
    "departmentLabel": "Global Service Desk Team",
    "employmentStatusLabel": "Probationary"
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  "detail_job_opening": {
    "location": {
      "city": "Clark Freeport Zone",
      "state": "Pampanga, Philippines",
      "postalCode": "2009",
      "addressCountry": "Philippines"
    },
    "datePosted": "2023-06-21",
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    "description": "<p><span style=\"font-weight: bold;\">Position: </span>Global Service Desk Engineer – Level 1</p>\n<p><span style=\"font-weight: bold;\">Location: </span>Clark Global City Pampanga</p>\n<p><span style=\"font-weight: bold;\">Suitable for: </span>College graduates, BPO background or those looking to enter IT Industry</p>\n<p><span style=\"font-weight: bold;\"> </span></p>\n<p><span> </span><span style=\"font-weight: bold;\">Professional Capabilities:</span></p>\n<ul>\n<li><span style=\"font-size: 13px;\">Experience in some form of 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;\">Understanding of basic 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 1 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 and network software with occasional database and application work tasks. Workflow generally involves: </span></p>\n<ul>\n<li><span style=\"font-size: 13px;\">Remote break-fix hardware maintenance</span></li>\n<li><span style=\"font-size: 13px;\">UNIX and Windows Operating System support</span></li>\n<li><span style=\"font-size: 13px;\">Problem Management</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<li><span style=\"font-size: 13px;\">Field Engineer Coordination</span></li>\n<li><span style=\"font-size: 13px;\">Service Partner Coordination</span></li>\n<li><span style=\"font-size: 13px;\">Escalation</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-weight: bold;\">GSD Engineer - Level 1: Key Tasks</span></p>\n<ul>\n<li><span style=\"font-size: 13px;\">Ensure all logged incidents are acknowledged within agreed SLAs</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 re-scheduled with the customer’s knowledge and approval</span></li>\n<li><span style=\"font-size: 13px;\">Hardware case problem analysis. Issues generally focused on components like: Hard Disks, Power Supplies, Memory, Fans</span></li>\n<li><span style=\"font-size: 13px;\">Analysis of logs and recommendation of firmware updates for known issues.</span></li>\n<li><span style=\"font-size: 13px;\">Basic remote Hardware and Operating System troubleshooting. Reseating and replacement of components.</span></li>\n<li><span style=\"font-size: 13px;\">Responsible for organising and scheduled:</span>\n<ul>\n<li><span style=\"font-size: 13px;\">Service Partners</span></li>\n<li><span style=\"font-size: 13px;\">Field Engineers</span></li>\n<li><span style=\"font-size: 13px;\">Value Chain Purchases and Movement Requests</span></li>\n</ul>\n</li>\n<li><span style=\"font-size: 13px;\">Escalate calls through correct channels in a timely manner if unable to resolve</span></li>\n<li><span style=\"font-size: 13px;\">Answer phone calls from customers</span></li>\n<li><span style=\"font-size: 13px;\">Performs Case Assignment to L2 and L3 engineers as appropriate</span></li>\n<li><span style=\"font-size: 13px;\">Performs Service call updates</span></li>\n<li><span style=\"font-size: 13px;\">Ensure proper procedure are followed per company/customer guidelines</span></li>\n<li><span style=\"font-size: 13px;\">Create daily backup reports, monthly or quarterly health checks for Managed Service customers</span></li>\n<li><span style=\"font-size: 13px;\">Monitor and initial backup failure analysis and troubleshooting</span></li>\n<li><span style=\"font-size: 13px;\">Coordinate with logistics on needed parts for service calls</span>\n<ul>\n<li><span style=\"font-size: 13px;\">Create IMR/POR as required for service calls</span></li>\n</ul>\n</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><br></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 L2 and/or L3 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 L2 and/or L3 UNIX 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;\">Escalation to L2 and/or L3 for DR Execution</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;\">Initial diagnosis of customer problems</span></li>\n<li><span style=\"font-size: 13px;\">Initial telephone 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": "PHP 30,000-50,000",
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    "jobOpeningName": "Global Service Desk - Level 1",
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    "jobOpeningStatus": "Open",
    "minimumExperience": "Entry-level",
    "jobOpeningShareUrl": "https://trtglobalsolutions.bamboohr.com/careers/149",
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