Permanent Role with a data centre service provider client.
- System Diagnostic and Analytical Support: Provide onsite diagnostic and analytical support to customers within your assigned geographic territory, ensuring adherence to Service Level Agreements (SLAs) with PPTI.
- Hardware Service and Troubleshooting: Respond to minor system failures by performing hardware servicing, testing, diagnostics, and system analysis, focusing on computer hardware, storage area networks, and system configurations.
- After-Hours Support: Participate in the After-Hours Support Team, offering first response to customer service requests outside of normal business hours. During regular business hours, this role is supported by our customer support center.
- Hardware Break-Fix Service: Deliver hardware break-fix services for various OEM products, including HP Servers, Dell PowerEdge, IBM X-Series, UCS servers, SUN micro servers, Blade system chassis, SAN/NAS storages, NetApp Storage, Dell-EMC storage, IBM DS400/DS3000, IBM Storwize V3000/7000, HP MSA storage, HP 3PAR, Cisco network and firewall, UPS, and Tape Library Storage (LTO).
- Customer Satisfaction: Ensure a prompt, professional, and effective response to customer service needs, maintaining a high level of customer satisfaction.
- Remote Problem Analysis: Conduct remote problem analysis and identification prior to onsite visits, determining necessary parts and documentation to minimize downtime and reduce the need for multiple visits.
- Error Log Review and Troubleshooting: Review software and hardware error logs and utilize diagnostic and troubleshooting techniques to ensure timely and effective repairs.
- Effective Communication: Maintain clear and effective communication with customers and the customer support center throughout the repair process, including any projected delays.
- Remote System Connection: Use various tools for remote system connection to perform diagnosis, repairs, or configuration changes as needed.
- Adherence to Repair Processes: Follow customer-specific repair processes to ensure consistency and quality of service.
- Customer Needs Assessment: Evaluate current and future customer needs based on system usage to proactively address potential issues.
Inventory and Parts Management:
- Parts Requirement Determination: Identify and determine the necessary parts and quantities required based on contracts within your service area.
- Timely Parts Return: Ensure the timely return of defective or excess parts to maintain efficient inventory management.
Required experience and skills:
- Minimum ITE/Nitec in Computer science/engineering with 3 years of filed service engineer in service support environment.
- Required to be on standby after office hours/weekends/PHs, transport/OT allowances are covered.
- Customer-Focused Server and Storage Support: Provide comprehensive support, assistance, and maintenance for customer servers and storage systems.
- Expertise in Brocade SAN: Demonstrate knowledge and hands-on experience with Brocade SAN technology.
- Networking Knowledge: Possess a solid understanding of networking principles and practices.
- Mainframe and Storage Implementation: Implement and support mainframe systems and storage solutions effectively.
- Server and Storage Migration: Conduct server migrations, storage migrations, and network configurations with precision.
- Windows Server Support: Provide robust system support for Windows servers.
- Experience with OEM Hardware: Bring experience in working with DELL, HP, and Sun hardware platforms.
Interested candidates, who wish to apply for the advertised position, please email us an updated copy of your resume.
We regret that only shortlisted candidates will be notified.
Job Code: JYK
Email ID: [email protected]
EA License No.: 01C4394
EA Registration No. R1873450
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