IT Support Field Engineer

Vor 6 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 Summary

We are seeking an experienced IT Support Field Engineer to join our team. The successful candidate will be responsible for providing on-site minor break-fix hardware maintenance, conducting physical and logical audits, and performing quarterly onsite preventive maintenance.

Key Responsibilities
  • Provide on-site minor break-fix hardware maintenance, including hot swap hard disk replacement and cable reseating.
  • Conduct physical and logical audits for proactive sparing.
  • Perform quarterly onsite preventive maintenance per assigned customer.
  • Handle spare parts deliveries to field engineers, service partners, and clients.
  • Issue incident management reports (IMRs) and parts orders (PORs).
  • Assist vendors and business development associates (BDAs) in investigating missing parts from stock counting.
  • Sourcing local service partners, logistics partners, and suppliers.
Deliverables
  • Ensure above 95% accuracy between NetSuite inventory database and actual TRT and service partner warehouse spares.
  • Ensure all supported incidents or tickets are resolved within SLAs.
  • Ensure all customer communication is prompt, professional, and reliable.
  • Ensure all commitments made to customers are met or rescheduled with the customer's knowledge and approval.
  • Continuously learn additional technical and non-technical skills.
  • Escalate calls through the correct channels promptly.
  • Comply fully with company policy to always protect the interests of TRT.
  • Ensure local service partner is available for on-site requirements.
  • Work with vendors and BDAs for local parts sourcing.
Accountabilities
  • Local ticket management/status monitoring and ensure they are resolved within SLAs.
  • Warehouse inventory movement monitoring.
  • Ensure warehouse parts labeling and binning is compliant with TRT global standards.
  • Ensure procedures are properly followed when on-site.
  • Ensure on-time support for spare parts.
Disaster Recovery
  • Coordination within field engineer/service partner team for urgent part requirements on-site.
  • Handle coordination and maintain good working relationships with logistics and service partners/local vendors for urgent logistics sparing.
  • Coordination with vendors, BDAs, and global services division for parts needed for a call and for inventory movement.
  • Appropriate escalation to shift leader or field services team leader when necessary.

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