TRT is looking for IT Servers, Storage, and Networking Advanced Technical Experts who possess multiple vendor certifications in relevant technologies. We are recruiting remote applicants for our Global Support Services Team, encouraging growth from specialization in one area to becoming cross-technology specialists across storage, networking, and server technologies.

The Role

As a Global Support Services Engineer, your primary responsibility will be to resolve incidents and implement improvements for enterprise-level machines, such as superdome systems, power systems, storage, and tape libraries, for global clients. Your role will involve hardware troubleshooting, software support, and occasional application assistance.

Responsibilities

• Serve as the technical lead for escalated cases involving enterprise-level machines, including:
  • Server, Storage, or Networking hardware failures
  • Operating, Storage, or Networking software support failures
  • Database performance issues or failures
• Conduct incident root cause analysis and remote troubleshooting.
• Communicate with clients via email, WebEx, and phone for ticket resolution updates.
• Coordinate with value chain administrators for spare parts requirements.
• Organize field service engineers for necessary onsite actions.
• Perform remote system administration for managed services customers.
• Act as the final escalation point for unresolved hardware, software, or managed service cases.
• Assist consulting engineers with PSC/work plan creation and onboarding activities.
• Approve deliverables including change request forms, complex RFQs, root cause analyses, and technical procedure documentation uploads to the TRT knowledge base.
• Ensure all logged incidents are resolved within the agreed SLA and escalate potential missed SLAs to the team leader.
• Generate daily, weekly, and monthly reports for managed services clients.
• Document problem resolutions in TRT’s knowledge base.
• Continuously learn new technical and non-technical skills.
• Provide onboarding training for new Global Support Services Engineers.

Requirements

• A College Degree in Information Technology, Computer Science, Computer Engineering, Electronics & Communication Engineering, or a related field.
• 5-10 years of experience in IT system hardware break-fix and software resolution.
• Willingness to support both hardware and software.
• Advanced Technical Expert status.
• Two industry certifications in suitable enterprise platforms, covering different technologies.
• Vendor-certified experience in UNIX (AIX, HP-UX, Solaris, Red Hat, etc.).
• Networking knowledge equivalent to CCNP or higher.