IT Field Support Engineer - Berlin

TRT is a specialist in reducing Enterprise IT costs and a trusted provider of IT support services. We offer a comprehensive range of IT services, including server maintenance and support, business continuity, managed services, professional services, infrastructure deployment, Cloud/IAAS, such as network monitoring, data protection, and disaster recovery.

As businesses increasingly rely on technology, it is crucial to have a reliable IT support services provider. We ensure that your systems run flawlessly and efficiently to support CRITICAL IT environments, even when budget constraints are a challenge.

Today, many businesses rely on IT services to streamline their operations. With our expertise, resources, and experience, we offer innovative solutions to technical problems, helping businesses stay agile and adaptable in an ever-changing technological landscape.

Primary Workflow:

• Spares management inbound and outbound the warehouse

• Handle quarterly stock take in Local Warehouse & Service Partner Warehouses

• Onsite minor break-fix hardware maintenance (Hot swap hard disk replacement, cable reseat, etc)

• Conduct onsite physical & logical audits for proactive sparing.

• Perform quarterly onsite preventive maintenance per assigned customer.

• Handle spare parts deliveries to FE, SeP & client.

• Issuance of IMR’s, POR’s

• Assist VCA’s & BDA’s for investigating missing parts from stock counting.

• Sourcing Local Service Partners, Logistic Partner / Supplier

Required Deliverables:

• Ensure above 95% accuracy between NetSuite inventory database and actual TRT & SeP 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 re-scheduled with the customer’s knowledge and approval.

• Continuously learn additional technical and non-technical skills

• Escalate calls through the correct channels promptly.

• 24 x 7 Support Structure

• Comply fully with company policy to always protect the interests of TRT.

• Ensure local SeP is available for onsite requirements.

• Working with VCA team for local parts sourcing

Accountabilities:

• Local ticket management/status monitoring and make sure they are resolved within SLAs.

• Warehouse inventory movement monitoring

• Ensure warehouse parts labelling & binning is compliant with TRT global standard

• Ensure procedures are properly followed when onsite

• Ensure on time support for spare parts

Disaster Recovery:

• Coordination within FE/SeP team for urgent part requirement onsite

• Handle coordination & keep good working relationships with logistics and service partners/local vendors for urgent logistics sparing.

• Coordination with VCA, BDA & GSD division for parts needed for a call and for inventory movement

• Appropriate escalation to Shift leader or Field Services Team Leader when necessary.

Requirements:

• Candidates must possess a college degree. Training and Certification would be an advantage.

· Certification on Various Networking platforms

· Strong understanding of Networking fundamentals

· Cisco and Juniper Certification preferred.

· Solaris – Oracle Certified Professional

· VMWare – VMWare Certified Professional

· TSM - IBM Certified Deployment Professional

• Preferably have 7 years of experience in IT spare parts control & warehouse maintenance

• Willing to be assigned to TRT office location, and to travel to TRT offices globally on as needed basis.