Support Engineer

Introduction

TRT Solutions (trt.com) is a Global IT Services Company that deliver hardware maintenance systems,

software support, Managed and Professional services along with Web / Cloud Services on IT Server

storage and networking infrastructure. We are currently expanding our customer footprint in Japan

and TRT is now recruiting support engineers.

●募集背景: 日本国内の顧客基盤拡大に伴い、現場での技術支援を強化するための増員募集です。

Job Description

TRT 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 technology you are unlikely to be a successful applicant for this role without a proven

track record in delivery industry as the best client service. 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 such

as storage, networking, or server specialists instead of just vendor-based specialists. The successful

applicant must display resilience in their previous work history that has meant that they have learnt

and achieved where others failed to.

●求める人物像: 単一ベンダーの知識に留まらず、幅広い技術領域に挑戦する意欲のある方。困難な状況でも

成果を出せる「回復力（Resilience）」を重視します。

Job Functions

The primary functions of a Support Engineer are to resolve tickets which include ticket handling on

NetSuite, client communication through email, and performing hardware replacement onsite as

required. This mainly involves hardware break fix, software like firmware & operating systems

troubleshooting, & occasionally applications.

●対応範囲: 日本国内の顧客先でのオンサイト保守（パーツ交換、トラブルシューティング）が中心と

なります

Workflow:

1) L1 remote support for tickets

• Grabbing incident or service request tickets involving entry level & midrange level

industry standard router and switches.

▪ IP and optics devices hardware and software issues

▪ Routing and switching troubleshooting

• Incident ticket analysis, remote support & resolution

• Methods of procedure creation

• Communicating with clients through email, Webex & phone call for incident ticket

resolution updates

• Ticket documentation on NetSuite

• Technically escalating to remote Level 3 (Global TAC) support if required

2) L2 field support for tickets

• Scheduling and performing onsite action as required

▪ Router and switches card, PSU, fan onsite replacement

▪ Onsite troubleshooting

▪ Onsite standby support

3) Warehouse and inventory management

• Make sure the physical is matching on NetSuite inventory

• Perform quarterly stock take

●在庫管理: 実在庫とシステム数値の整合性を98%以上に保つことが求められます。

• Deliverables Required:

• SLA遵守: 未達の恐れがある場合は速やかにチームリーダーへ報告（エスカレーション）すること。

1) Ensure all logged incidents are resolved within the agreed SLA. Any potential missed SLA should

be escalated to team leader

2) Ensure all communication with clients is prompt, accurate, & professional to deliver best of

client’s experience

3) Ensure accurate & timely part replacement.

4) Ensure timely escalation to Level 3 as needed through technical escalation requests (TERs)

5) Documentation of problem resolution into TRT’s knowledge base

6) Continuously learn additional technical and non-technical skills

7) Ensure meeting 98% inventory KPI for the warehouse inventory