IT Support Engineer

Vor 7 Tagen

Frankfurt am Main, Hessen, Deutschland TRT Solutions Limited Vollzeit
About Us

TRT Solutions Limited is a leading provider of global IT support and managed services. We have established partnerships with major brands in the server, storage, and networking industries, including IBM, HP, Dell, Cisco, EMC, Netapp, and others.

We offer a comprehensive range of IT services, including server maintenance and support, business continuity, managed services, professional services, infrastructure deployment, and cloud/IAAS solutions. Our strict SLA model ensures cost-effective IT solutions for our customers worldwide.

Job Responsibilities
  • Manage and maintain accurate inventory records of IT spare parts in local warehouses and service partner warehouses.
  • Perform quarterly stock takes in local warehouses and service partner warehouses.
  • Conduct onsite minor break-fix hardware maintenance, including hot swap hard disk replacement and cable reseating.
  • Perform onsite physical and logical audits for proactive sparing.
  • Perform quarterly onsite preventive maintenance for assigned customers.
  • Handle spare parts deliveries to field engineers, service partners, and clients.
  • Issue incident management reports (IMRs) and parts order requests (PORs).
  • Assist vendors, customers, and logistics partners in investigating missing parts from stock counting.
  • Sourcing local service partners, logistics partners, and suppliers.
Key Performance Indicators (KPIs)
  • Ensure accuracy of inventory records between NetSuite and TRT/SeP warehouses exceeds 95%.
  • Resolve all supported incidents or tickets within SLAs.
  • Ensure prompt, professional, and reliable customer communication.
  • Meet or reschedule all commitments made to customers with their knowledge and approval.
  • Continuously learn additional technical and non-technical skills.
  • Escalate calls through the correct channels promptly.
  • Ensure 24x7 support structure.
  • Comply with company policy to protect TRT's interests.
  • Ensure local service partners are available for onsite requirements.
  • Work with vendors for local parts sourcing.
Accountabilities
  • Manage local ticket status and ensure resolution within SLAs.
  • Monitor warehouse inventory movement.
  • Ensure warehouse parts labeling and binning comply with TRT's global standards.
  • Ensure procedures are followed when onsite.
  • Provide timely support for spare parts.
Disaster Recovery
  • Coordinate with field engineers and service partners for urgent part requirements onsite.
  • Handle coordination and maintain good working relationships with logistics and service partners/local vendors for urgent logistics sparing.
  • Coordinate with vendors, business development associates, and global services division for parts needed for calls and inventory movement.
  • Escalate to shift leaders or field services team leaders when necessary.

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