Headquarters: TRT Options Restricted
URL: https://www.trt.com/
Vendor Certification
Profitable Candidates are required to carry two present Enterprise Vendor Certifications (Superior Technical Knowledgeable Stage in no less than one) in any or equal
Server / Storage (however not restricted to)
· IBM
· NetApp
· Dell / EMC
· VMWare
· RedHat
· Nutanix
· HPE
· Oracle
· Fujitsu
Networking (however not Restricted to)
· Cisco (CCNP/CCIE solely)
· Juniper (JCNP/JCIE solely)
· Gigamon
· HP/ Aruba
· NetScout
· RiverBed
· Nokia
Job Capabilities
The first capabilities of a GSSE are to resolve incidents, implement adjustments and enhancements for “Enterprise Vary” stage business normal machines (e.g. superdome, energy methods, storage, tape libraries, and so forth) raised by international purchasers. This primarily entails {hardware} break repair, software program like firmware & working methods troubleshooting, & sometimes functions.
Workflow:
· Grabbing of incident tickets involving “Enterprise Vary” stage business normal machines:
o {Hardware} points (e.g. in depth diagnostics of superdome, TS3500 library, energy methods and so forth)
o Software program points (e.g. in depth root trigger evaluation for UNIX/Community system core dumps)
o Managed companies alerts
· Incident ticket evaluation, distant assist & decision
· Speaking with shopper although e-mail, WebEx & telephone name for incident ticket decision updates
· Coordinating with worth chain directors for spare elements requirement
· Organizing area companies engineers for onsite motion required
· Performing distant system administration for managed companies clients
· Escalation level for {Hardware}, Software program or Managed Service circumstances unable to be resolved by Stage 2. Final escalation level for GSD staff
· Help Consulting Engineers with PSC/work plan creation, MS onboarding & different scheduled actions
· Deal with approval of the next deliverables
o Change request kind (CRFs)
o Complicated request for citation (RFQ)
o Root Trigger Evaluation (RCA)
o Technical Process documentation add to TRT information base
· Ticket hand over
· Coaching new World Help Providers Engineers
Required Deliverables:
· Guarantee all logged incidents are resolved throughout the agreed SLA. Any potential missed SLA ought to be escalated to staff chief.
· Guarantee all communication to shopper are immediate, correct, & skilled to ship better of shopper’s expertise.
· Guarantee correct & well timed issuance of buy order requests (PORs), stock motion requests (IMRs) to worth chain administrator staff.
· Guarantee correct & well timed issuance of area engineer on web site requests (FORs) or Service Associate Engagement kind (SPEF) to area companies staff.
· Guarantee well timed dealing with of Technical Escalations Varieties (TERs) from Stage 2 which entails tickets requiring third go to (2nd failed go to)
· Correct checking and well timed approval of:
o Change request kind (CRFs)
o Complicated request for citation (RFQ)
o Root Trigger Evaluation (RCA)
o Technical Process documentation add to TRT information base
· Well timed help of CE for PSC/work plan creation, MS onboarding & different scheduled actions Create day by day/weekly/month-to-month reviews for managed companies purchasers.
· Documentation of downside decision into TRT’s information base
· Repeatedly be taught further technical and non-technical abilities
· Onboarding coaching for brand new World Help Providers Engineers
· Compliance with firm coverage
Necessities:
· Candidates should possess a Faculty Diploma in info know-how (IT), pc science (CS), pc engineering (CE), electronics & communication engineering (ECE) or associated course for IT.
· Should have 5-10 years up of expertise dealing with IT system {hardware} break repair & software program decision.
· Willingness to do each {hardware} and software program assist.
· Superior Technical Knowledgeable
· Two (2) Business Certification on appropriate enterprise platforms. Candidate ought to maintain certifications in two (2) totally different applied sciences.
· Vendor Licensed expertise in some type of UNIX (AIX, HP-UX, Solaris, Pink Hat and so forth)
· Networking – Ought to be the equal of CCNP or above.
To use: https://weworkremotely.com/remote-jobs/trt-solutions-limited-global-support-services-engineer
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