Global Support Services Engineer – Enterprise IT Infrastructure (TRT Solutions)

Vendor Certification Requirements

Key Responsibilities

Core duties include:

•  Handling incident tickets related to enterprise systems (servers, storage, tape libraries) 
•  Diagnosing and resolving hardware failures and performing advanced troubleshooting 
•  Conducting root cause analysis for software and operating system issues (e.g., UNIX environments) 
•  Providing remote support and maintaining communication with clients via email, calls, and virtual meetings 
•  Coordinating with internal teams for spare parts, field engineers, and onsite support 
•  Acting as an escalation point for unresolved Level 2 technical issues 
•  Assisting consulting teams with onboarding, planning, and managed service operations 
•  Reviewing and approving technical documentation such as CRFs, RFQs, RCAs, and procedures 
•  Training and mentoring new engineers 

Operational Deliverables

•  Ensure all incidents are resolved within agreed SLAs
•  Maintain clear, professional, and timely communication with clients 
•  Manage documentation, reporting, and knowledge base updates 
•  Oversee field service requests and inventory processes 
•  Support escalation handling and service quality assurance 
•  Generate periodic reports for managed service clients 

Requirements

•  Bachelor’s degree in IT, Computer Science, Computer Engineering, or related field
• 5–10+ years of experience in IT hardware support and software troubleshooting 
•  Strong expertise in both hardware and software environments
•  Certified in at least two enterprise technologies
•  Experience with UNIX-based systems (AIX, HP-UX, Solaris, Red Hat, etc.) 
•  Networking knowledge equivalent to CCNP or higher
•  Advanced technical troubleshooting and analytical skills