Field Engineer

Summary about this job

Detail information about job Field Engineer. Terms and conditions vacancy

Overview: An opportunity for the role Associate Field Engineer is available in the Sydney office of TRT Global which is a global provide IT services of Enterprise IT infrastructure. Based out of Chatswood, the position is an entry level position to support our field services team to deliver hardware maintenance support to our clients on a 24/7 basis across a stringent set of service levels. The role is great opportunity for applicants that have a strong client service back ground and looking to commence their career in supporting Enterprise IT infrastructure. There is career development in learning wide range of engineering services across a wide range of technology as IBM HP Dell EMC Cisco and Oracle just to name a few. The role also includes the opportunity for career advancement into many different areas of the TRT Company in addition to posting at a number of various global locations. Below are a range of tasks that the successful applicant(s) should expect to be involved in this role.

Primary Workflow:

• Onsite break-fix hardware maintenance
• UNIX and Windows Operating System support (onsite)
• Problem Management
• Incident Response
• Customer Communication
• Escalation

Secondary Workflow:

• Provide assistance to the GSD Team by working on any 'open' or 'pending' service call.
• Conduct onsite physical and logical audit for proactive sparing
• Perform quarterly onsite preventive maintenance per assigned customer
• Create preventive maintenance reports
• Create incident reports as required
• Updating TRT internal procedures
• Updating TRT Knowledge Base for future service calls
• Learning additional technical and non-technical skills.

Required Deliverables:

• Ensure all logged incidents are resolved within SLAs
• Ensure all customer communication is prompt, professional and reliable.
• Ensure all commitments made to customers are met, or re-scheduled with the customer's knowledge and approval
• Escalate calls through correct channels in a timely manner
• Continuously learn additional technical and non-technical skills
• 24 x 7 Support Structure
• Comply fully with company policy to protect the interests of TRT at all times

Key Accountabilities:

• Break/Fix Hardware Maintenance:
  • Identifying failed hardware
  • Involve L2 and/or L3 support as and when necessary
  • Documentation of problem resolutions into TRT's knowledge base
  • Ensure procedures are properly followed when onsite.

• Disaster Recovery:
  • Escalation to L2 and/or L3 for DR Execution

• Incident Response:
  • Call management
  • Appropriate escalation to Field Engineer Team Leader when necessary

• Logistics and Service Partner Coordination:
  • Coordination with GSD Division for parts needed for a particular call
  • Coordination with GSD Division for Inventory Movements.

• Service Call Updates:
  • Ensure that all onsite service calls under your responsibility are updated to the GSD Team in a timely fashion.

• OH&S Work Environment:
  • Ensure that the technical work areas remain clean and organized at all times.
  • Ensure that the warehouse remains clean and organized where practical.
  • Ensure that you adhere to ESD procedures.
  • Ensure that you adhere to all OHS requirements, including for lifting, cabling, rack-mounting, and equipment in rooms is not obstructing walkways.

Professional Capabilities:

Succesful applicants MUST have the following

• Post-Secondary School Education in IT
• Experience In working with IT Infrastructure either at a server networking or end user computing level.
• Successful track record in delivering client service either in or outside the IT industry

Successful applicant PREFERABLY would need to demonstrate a proven track record of at least 3 years in supporting any of the following server storage and networking technologies:

• Networking – Cisco, Juniper, Nortel, Brocade
• Server – IBM, HP, Dell, Oracle

  Overview: An opportunity for the role Associate Field Engineer is available in the Sydney office of TRT Global which is a global provide IT services of Enterprise IT infrastructure. Based out of Chatswood, the position is an entry level position to support our field services team to deliver hardware maintenance support to our clients on a 24/7 basis across a stringent set of service levels. The role is great opportunity for applicants that have a strong client service back ground and looking to commence their career in supporting Enterprise IT infrastructure. There is career development in learning wide range of engineering services across a wide range of technology as IBM HP Dell EMC Cisco and Oracle just to name a few. The role also includes the opportunity for career advancement into many different areas of the TRT Company in addition to posting at a number of various global locations. Below are a range of tasks that the successful applicant(s) should expect to be involved in this role.

  Primary Workflow:

• Onsite break-fix hardware maintenance
• UNIX and Windows Operating System support (onsite)
• Problem Management
• Incident Response
• Customer Communication
• Escalation

• Secondary Workflow:

• Provide assistance to the GSD Team by working on any 'open' or 'pending' service call.
• Conduct onsite physical and logical audit for proactive sparing
• Perform quarterly onsite preventive maintenance per assigned customer
• Create preventive maintenance reports
• Create incident reports as required
• Updating TRT internal procedures
• Updating TRT Knowledge Base for future service calls
• Learning additional technical and non-technical skills.

• Required Deliverables:

• Ensure all logged incidents are resolved within SLAs
• Ensure all customer communication is prompt, professional and reliable.
• Ensure all commitments made to customers are met, or re-scheduled with the customer's knowledge and approval
• Escalate calls through correct channels in a timely manner
• Continuously learn additional technical and non-technical skills
• 24 x 7 Support Structure
• Comply fully with company policy to protect the interests of TRT at all times

• Key Accountabilities:

• Break/Fix Hardware Maintenance:
  • Identifying failed hardware
  • Involve L2 and/or L3 support as and when necessary
  • Documentation of problem resolutions into TRT's knowledge base
  • Ensure procedures are properly followed when onsite.
• Disaster Recovery:
  • Escalation to L2 and/or L3 for DR Execution
• Incident Response:
  • Call management
  • Appropriate escalation to Field Engineer Team Leader when necessary
• Logistics and Service Partner Coordination:
  • Coordination with GSD Division for parts needed for a particular call
  • Coordination with GSD Division for Inventory Movements.
• Service Call Updates:
  • Ensure that all onsite service calls under your responsibility are updated to the GSD Team in a timely fashion.
• OH&S Work Environment:
  • Ensure that the technical work areas remain clean and organized at all times.
  • Ensure that the warehouse remains clean and organized where practical.
  • Ensure that you adhere to ESD procedures.
  • Ensure that you adhere to all OHS requirements, including for lifting, cabling, rack-mounting, and equipment in rooms is not obstructing walkways.

• Professional Capabilities:

  Succesful applicants MUST have the following

• Post-Secondary School Education in IT
• Experience In working with IT Infrastructure either at a server networking or end user computing level.
• Successful track record in delivering client service either in or outside the IT industry

• Successful applicant PREFERABLY would need to demonstrate a proven track record of at least 3 years in supporting any of the following server storage and networking technologies:

• Networking – Cisco, Juniper, Nortel, Brocade
• Server – IBM, HP, Dell, Oracle