Sr. Deskside Support Engineer

Coordination/assistance for Data Center/MDF/IDF & office relocation

1. Regularly conduct the health check of Data Center/MDF/IDF room's, know basic DC/MDF/IDF room environment requirement and collaborate with the local facilities team for monitoring/regular tasks. Additionally, support the network, server, storage systems and applications
2. 7.24 on call for emergency situation support
3. Server/network device installation/uninstallation on rack, including initial configuration setup, network equipment and network cable connectivity under TI's instruction
4. Support of possible power outage and perform system shutdown or restart as per given guidelines and perform verification
5. Perform requested steps of local troubleshooting when remote management is not feasible
6. Health metrics (SCCM, Alarm monitoring/management, Nessus scans, backups)
7. Standard administration / environment patch management
8. Remote office-in-a-box management (Lenel, ESP, MDT)
9. Asset/Inventory tracking (ITSM, Server configuration, etc.)
10. Work with Tl's remote support team to have hands-on break/fix on network, server, Storage, WAN links (MPLS link, IPLC link , etc., )
11. HW failure management
12. Escort the hardware vendor (Telecom vendor) to be onsite to support the break/fix of the hardware or WAN circuits.
13. Assist with other department and IT team & vendor for office relocation project
14. Cabling coordination support and basic network troubleshooting in TI workplace
15. Onsite operation at TI branch office according to requirements, Onsite support in Tl Datacenter located in Singapore Colo, MDF/IDF's in Singapore PDC sites and Singapore Sales offices
16. DC/Server Room/MDF/IDF documentation / drawing maintenance & updates of existing, up-to-date documentation

Coordination/assistance for Data Center/MDF/IDF & office relocation

1. Regularly conduct the health check of Data Center/MDF/IDF room's, know basic DC/MDF/IDF room environment requirement and collaborate with the local facilities team for monitoring/regular tasks. Additionally, support the network, server, storage systems and applications
2. 7.24 on call for emergency situation support
3. Server/network device installation/uninstallation on rack, including initial configuration setup, network equipment and network cable connectivity under TI's instruction
4. Support of possible power outage and perform system shutdown or restart as per given guidelines and perform verification
5. Perform requested steps of local troubleshooting when remote management is not feasible
6. Health metrics (SCCM, Alarm monitoring/management, Nessus scans, backups)
7. Standard administration / environment patch management
8. Remote office-in-a-box management (Lenel, ESP, MDT)
9. Asset/Inventory tracking (ITSM, Server configuration, etc.)
10. Work with Tl's remote support team to have hands-on break/fix on network, server, Storage, WAN links (MPLS link, IPLC link , etc., )
11. HW failure management
12. Escort the hardware vendor (Telecom vendor) to be onsite to support the break/fix of the hardware or WAN circuits.
13. Assist with other department and IT team & vendor for office relocation project
14. Cabling coordination support and basic network troubleshooting in TI workplace
15. Onsite operation at TI branch office according to requirements, Onsite support in Tl Datacenter located in Singapore Colo, MDF/IDF's in Singapore PDC sites and Singapore Sales offices
16. DC/Server Room/MDF/IDF documentation / drawing maintenance & updates of existing, up-to-date documentation

Coordination/assistance for network support for our Singapore sites

1. Work with local Singapore Telecom vendors for all WAN links (including E1/PRI phone lines) troubleshooting, installation or disconnection.
2. Communicate with local Singapore Telecom vendors for monthly Telecom billing
3. Coordinate with local network vendor engineer for on-site network support
4. 7.24 on call for emergency network and Co-location support
5. Asset Management (AMS/Server config) for all IT network devices
6. Break/Fix level 1 ( L1) of DC/MDF/IDF room switch/Router/AP/firewall network equipment ( handle L1 ticket# ) , Perform requested steps of local network troubleshooting when remote management is not feasible
7. Support possible power outage and perform system shutdown or restart as per given guidelines and perform verification.

PDC Site Infrastructure & Client Support

1. Regularly conduct the health check of Data Center/MDF/IDF room's, know basic DC/MDF/IDF room environment requirement and collaborate with the local facilities team for monitoring/regular tasks. Additionally, support the network, server, storage systems and applications
2. 7.24 on call for emergency situation support
3. IT Equipment management on Desktop/Laptop / IP phone system/ Printer including laser and label printer/ Barcode/QR Code Scanner/ PDA/ associated peripheral & re-installation & problem resolution
4. Onsite support Server/Storage/network devices installation/troubleshooting/maintenance
5. Checking IT equipment regularly (meeting room equipment/print, cabling, etc.) , equipment replacement according to schedule

• IT storage room management, maintain asset (server & network) inventory update to date , finish equipment scarping according to schedule,

Equipment Management:

• Desktop/Laptop/Mobile device and associated peripheral problem resolution
• Provide coordinating support to desktop and laptop & IP Phone hardware & Printer & mobile device
• Working with finance team in managing IT equipment assessment
• Vendor/Supplier management for IT equipment purchasing & parts replacement/fault repair
• Cabling coordination support and basic network troubleshooting in TI workplace
• Checking meeting room equipment regularly (TV, projector, Video conference devices, cabling, etc.) equipment replacement according to schedule
• Check printer regularly, equipment replacement according to schedule
• IT storage room management, finish equipment scarping according to schedule
• Record all equipment assign/return case and maintain record accuracy
• IT procurement process, PR maker.

System & Application management & Support:

• Desktop/Laptop configuration and re-installation, setup newly purchased computers
• OS/software/application troubleshooting/installation
• Fulfill Install/Move/Add/Change Request
• Using TI ticketing tool for case tracking, problem solving, Fulfill Install/Move/Add/Change Request, setup proper configurations to support IT security investigations.
• Locate users & expedite urgent software patches & bug fix requirement
• Cisco IP Phone/Soft IP Phone/Mobile phone support
• Follow the guidance to collect user machine and setup proper configurations to support IT security investigations
• Follow the guidance to support user to use Followme for printing
• Assist to collect IT information based on requirement
• Assist to do PC/system/application pilot testing based on requirement
• Assist with sending employee communication/notification.

Executive support:

• Supporting conference meeting according to requirement

Personnel Requirements

1. Good English reading/writing/speaking/listening.
2. Cisco CCNA Certificate is plus
3. MCSE is plus
4. 5 years experience in network /data Center maintenance / client support