IT Associate Field Engineer

IT Associate Field Engineer

Trt Solutions (Hong Kong) Limited
Hong Kong
Not Specified

Job Description


TRT Solutions ( is a Global IT Services Company that delivery hardware maintenance system software support Managed and Professional services along with Web / Cloud Services on IT Server storage and networking infrastructure. We have recently acquired a number of new global contract and TRT is now recruiting for Graduate level technical and non-Technical personnel to be part of our service delivery in Hong Kong.

Job Description:

Our company is built of the quality of the service that we provide to our client whether that is maintenance managed professional or the actual technology itself as service. It is all a service. So, no matter how strong you are in a technology you are unlikely to be a successful applicant for this role without a proven track record in delivery industry best client services. At TRT we service clients not technology a subtle but key differentiation. In addition, we are looking for applicants that are willing to grow into cross technology specialists as storage networking or server specialists instead of vendor-based specialists. The successful applicant must display a resilience in their previous work history that has meant that they have learnt and achieved where others failed to.
Job Functions:
The primary functions of an Associate Field Engineer are to resolve incidents that are raised by our customers, and to implement changes and improvements required by customers. Incidents and changes can be related to Servers, tape libraries/drives, storage devices, printers, and various other pieces of equipment.
Primary Workflow:
  • Onsite break-fix hardware maintenance
  • IT Server Storage and Networking, Operating and System software support
  • Problem Management
  • Incident Response
  • Customer Communication
  • Escalation
Secondary Workflow:
  • Assist the GSD (Global Service Desk) Team diagnosis of device failures.
  • Conduct onsite physical and logical audit for proactive sparing
  • Perform quarterly onsite preventive maintenance per assigned customer
  • Create preventive maintenance reports
  • Create incident reports as required
  • Updating TRT internal procedures
  • Updating TRT Knowledge Base for future service calls
  • Learning additional technical and non-technical skills.
Required Deliverables:
  • Ensure all logged incidents 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
  • Escalate calls through correct channels in a timely manner
  • Continuously learn additional technical and non-technical skills
  • 24 x 7 Support Structure
  • Comply fully with company policy to protect the interests of TRT at all times Key

  • Break/Fix Hardware Maintenance:
  • Identifying failed hardware
  • Involve Level 2 / Level 3 support as and when necessary
  • Documentation of problem resolutions into TRT’s knowledge base
  • Ensure procedures are properly followed when onsite.

Disaster Recovery:

  • Escalation to L2 and/or L3 for DR Execution Incident Response:
  • Call management
  • Appropriate escalation to Field Engineer Team Leader when necessary
  • Logistics and Service Partner Coordination:
  • Coordination with GSD Division for parts needed for a call
  • Coordination with GSD Division for Inventory Movements.

Service Call Updates:

  • Ensure that all onsite service calls under your responsibility are updated to the GSD Team within agree Service level of the client contract.
OH&S Work Environment:

  • Ensure that the technical work areas remain clean and organized at all times.
  • Ensure that the warehouse remains clean and organized where practical.
  • Ensure that you adhere to ESD procedures.
  • Ensure that you adhere to all OHS requirements, including for lifting, cabling, rack-mounting, and equipment in rooms is not obstructing walkways.
What Are We Looking For:

  • Attend pre-sales meetings, conduct solution design and presentations, and answer technical queries from the customer.
  • Provide technical guidance and support to Global Support Delivery (GSD) and Field Engineers (FE) for escalated service calls.
  • Attend the customer site when necessary to perform escalated hardware or software fault resolution.
  • Document technical procedures and processes and update TRT knowledge database from time to time.

  • PLEASE SUBMIT YOUR RESUME IN ENGLISH. Applications that are not in this language will not be considered.
  • Candidates must possess a College Degree. Training and Certification would be an advantage.
- Hardware Certification on Various Hardware platforms
- Strong understanding of Windows/Unix fundamentals
- AIX - IBM Certified System Expert
- IBM Storage
- IBM Certified Specialist
- Midrange Storage Technical Support
- Linux – Linux Professional Institute – Certification 2 or RedHat Certified System Administrator -
- Microsoft - Microsoft Certified Solutions Expert (MCSE):
  • Server Infrastructure
- HP-UX - HP-UX Certified System Engineer
- Solaris – Oracle Certified Professional
- VMWare – VMWare Certified Professional
- TSM - IBM Certified Deployment Professional

TRT Global is a global IT Services company with revenue of $30M PA focus on delivering services globally across a wide range of IT Server storage and networking technologies such as IBM, Dell, HP, EMC, Oracle and Cisco.

The company delivers services for critical systems of global organizations as DHL, Alcatel Lucent UBS and BP while working with a range of local companies in from Australia Singapore, Malaysia, Philippines, Thailand, Taiwan, Hong Kong, the Netherlands and the USA.

TRT has a corporate HR Policy offer only the minimum leave allowance as mandated by the government which the employment contract is execute in. This is irrespective of location or position at TRT.
The reason for this that we are recruiting personnel that are focused on the development of their careers by supporting our clients constantly changing requirements. We recruit for employees that view their career as the vehicle that:
Builds certainty for the individual in a world of constant uncertainty.
Gives them variety of experience in their lives.
Create deep professional relationships with clients and other employees.
Develops them as individuals that they wish to become.
Gives them the strongest sense of contribution to something greater than themselves.
TRT values these people to such an extent that we are willing to pay above market salaries to reward such an alignment between corporate culture and our employees.
If your leave allowance is important then it is natural that you would have a different alignment to those points listed above.

In conclusion if you currently have job conditions which offer above the statutory minimum in vacation leave and this is of value to you, then it is best to apply for companies other than TRT or stay in your current role.

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Functions : IT

Industries : IT/Computers - Hardware & Networking, IT/Computers - Software

Skills/Roles I hire for: IT-related

level Hiring For: Junior Level, Mid Level, High Level

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