Global Service Desk Engineer – Level 2

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      "city": "Clark Freeport Zone",
      "state": "Pampanga, Philippines"
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    "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 2</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><span style=\"font-weight: bold;\"> </span><span>Engineers with 4 years industry experience. System Administrator, Backup Administrator, SAN Administrator, Network Administrator</span></p>\n<p><span style=\"font-weight: bold;\">Certifications</span><span style=\"font-weight: bold;\">: </span><span>One (1) Industry Certification on a suitable enterprise platform</span></p>\n<p><br></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 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: </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;\">Escalation</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-weight: bold;\">GSD Engineer - Level 2: Key Tasks</span></p>\n<ul>\n<li><span style=\"font-size: 13px;\">Handling cases that are unable to solved by Level 1 Engineers and ensuring resolution within SLA.</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 remote Hardware &amp; Operating System troubleshooting.</span></li>\n<li><span style=\"font-size: 13px;\">Hardware case problem analysis. Issues generally focused on overall system architecture and troubleshooting tough to diagnose system crashes, hangs and reboots.</span></li>\n<li><span style=\"font-size: 13px;\">Analysis of logs and recommendation of firmware updates for unknown issues.</span></li>\n<li><span style=\"font-size: 13px;\">Escalate technical issues to the Consulting Engineer Team as necessary within SLA.</span></li>\n<li><span style=\"font-size: 13px;\">Ensure proper procedures are followed per company/customer guidelines from Field Engineers and Service Partners</span></li>\n<li><span style=\"font-size: 13px;\">Provide System Design Recommendations for the daily backup reports, monthly or quarterly health checks for Managed Service client.</span></li>\n<li><span style=\"font-size: 13px;\">backup failure analysis and troubleshooting (Strong experience with Spectrum Protect or BRMS)</span></li>\n<li><span style=\"font-size: 13px;\">Assist Field Engineer team in resolving HW break-fix issues remotely when difficulties are encountered.</span></li>\n<li><span style=\"font-size: 13px;\">Provide detailed root cause analysis. </span></li>\n<li><span style=\"font-size: 13px;\">Perform remote system administration for managed services client.</span></li>\n<li><span style=\"font-size: 13px;\">Prepare work plan for assigned Field Engineers or Consulting Engineers</span></li>\n<li><span style=\"font-size: 13px;\">Assist Consulting Engineers with scheduled activities.</span>\n<ul>\n<li><span style=\"font-size: 13px;\">Assist Consulting Engineers with work plan creation and information handover.</span></li>\n<li><span style=\"font-size: 13px;\">Create change request forms for important changes.</span></li>\n</ul>\n</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;\">Vendor Certified in at least two(2) relevant industry platforms.</span>\n<ul>\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;\">Server/Storage – Vendor certified Hardware Engineer or System Administrator</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 client’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 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 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 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>",
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    "minimumExperience": "Mid-level",
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