Global Support Services Engineer

Overview

This mainly involves hardware break fix, software like firmware & operating systems troubleshooting, & occasionally applications.

Workflow: · Grabbing of incident tickets involving “Enterprise Range” level industry standard machines: o Hardware issues (e.g. in depth diagnostics of superdome, TS3500 library, power systems etc) o Software issues (e.g. in depth root cause analysis for UNIX/Network device core dumps) o Managed services alerts · Incident ticket analysis, remote support & resolution · Communicating with client though email, WebEx & phone call for incident ticket resolution updates · Coordinating with value chain administra.tors for spare parts requirement · Organizing field services engineers for onsite action required · Performing remote system administration for managed services cus.tomers · Escalation point for Hardware, Software or Managed Service cases unable to be resolved by Level 2.

Last escalation point for GSD team · Assist Consulting Engineers with PSC/work plan creation, MS onboarding & o.ther scheduled activities · Handle approval of the following deliverables o Change request form (CRFs) o Complex request for quotation (RFQ) o Root Cause Analysis (RCA) o Technical Procedure documentation upload to TRT knowledge base · Ticket hand over · Training new Global Support Services Engineers Required Deliverables: · Ensure 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), inven.tory movement requests (IMRs) to value chain administra.tor 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: o Change request form (CRFs) o Complex request for quotation (RFQ) o Root Cause Analysis (RCA) o Technical Procedure documentation upload to TRT knowledge base · Timely assistance of CE for PSC/w