Junior Technical Support Engineer

Main Tasks

• Respond to queries and requests for assistance, logging and updating those queries to reflect the ongoing status using the helpdesk ticket system; ensure queries and requests are responded to within the set SLAs agreed between CTE and customers
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Arrange delivery of spare parts to customers to ensure SLAs are adhered to; along with arranging/chasing the return of faulty parts.
• Monitor TAC delivery KPI
• Assist in setup, configuration and maintenance of servers, storages, desktops, audio, visual, printing,software’s and networks
• Fault diagnosis, log collection and resolution of issues, in co-operation with system and equipment suppliers as appropriate
• Manage and arrange 3rd-party engineers for onsite trouble-shooting at customer’s sites
• Perform service survey after ticket closure
• Travel may be required within EU
• Follow processes of network security and data protection
• This is an opportunity for someone who possesses patience, empathy for customers, and the wish to hone skills whilst providing customer value. Technical training will be provided.

Required compentencies:

Hardwares:

• Mainstream servers (HUAWEI, Lenovo, Dell, HPE, etc.), including: microcode upgrade, management module configuration, RAID configuration, installation and replacement of accessories, and installation of operating systems (Window, Linux, ESX).
• Mainstream low-end storage (HUAWEI, Lenovo, Dell EMC, HPE, NetApp), including: installation and replacement of accessories, microcode upgrade, management module configuration, RAID, LUN, host mapping, etc.
• Brocade SAN switches, including: initial configuration, zone configuration, etc.

Virtualization:

• VMware vSphere includes: installing ESX, vCenter, configuring virtual networks, storage, clusters, creating virtual machine modules, etc.
• Microsoft Hyper-v, including: installing Hyper-v, SCVMM, configuring virtual network, storage, cluster, creating virtual machine modules, etc.

Operation System:

• Windows and Linux operating systems, including: user and permissions configuration; storage, network, configuration; plus, domain, etc.
• Windows roles and services, including: install and configure AD, File Server, DFS, NTP, KMS, etc.

Soft Skills:

• Excellent communication skills in English, German or Mandarin is a plus.
• Good telephone manner
• Self-motivated
• Ability to work on own and under pressure