Vendor Certification Requirements

Overview of Vendor Certifications

Successful applicants are required to hold two current Enterprise Vendor Certifications, with at least one at the Advanced Technical Expert Level. Below, we outline the essential categories and certifications.

Server and Storage Certifications

Candidates should possess expertise in at least one of the following vendor certifications:

• IBM
• NetApp
• Dell/EMC
• VMware
• RedHat
• Nutanix
• HPE
• Oracle
• Fujitsu

Networking Certifications

For networking roles, applicants must have certifications in one or more of the following:

• Cisco (CCNP/CCIE only)
• Juniper (JCNP/JCIE only)
• Gigamon
• HP/Aruba
• NetScout
• Riverbed
• Nokia

Job Functions of a GSSE

The primary responsibilities of a Global Support Services Engineer (GSSE) include:

• Resolving incidents and implementing improvements for “Enterprise Range” level industry-standard machines, such as superdome servers and tape libraries.
• Performing hardware troubleshooting, software troubleshooting (including firmware and operating systems), and occasionally dealing with applications.

Workflow for Incident Management

Incident Handling

• Grabbing incident tickets related to “Enterprise Range” level machines, focusing on:
  • Hardware Issues: In-depth diagnostics for systems like superdome and TS3500 libraries.
  • Software Issues: Conducting root cause analysis for UNIX/network device core dumps.
  • Managed Services Alerts: Addressing alerts as they arise.

Client Communication

• Providing updates on incident ticket resolutions via email, WebEx, and calls.
• Collaborating with value chain administrators for spare parts requirements.
• Organizing field service engineers for on-site actions as necessary.

Support Responsibilities

• Performing remote system administration for managed services customers.
• Acting as the escalation point for unresolved hardware, software, or managed service cases.
• Assisting Consulting Engineers with PSC/work plan creation and managed service onboarding.

Deliverables and Client Interaction

Required Deliverables

• Ensure all logged incidents are resolved within the agreed Service Level Agreements (SLAs), and escalate potential SLA misses to the team leader.
• Maintain prompt, accurate, and professional communication with clients to enhance their experience.
• Issue purchase orders (PORs) and inventory movement requests (IMRs) accurately and on time.

Technical Escalations and Approvals

• Handle Technical Escalations Forms (TERs) from Level 2 involving tickets requiring a third visit.
• Approve critical documentation, including:
  • Change Request Forms (CRFs)
  • Complex Requests for Quotation (RFQs)
  • Root Cause Analysis (RCAs)

Reporting and Documentation

• Create regular reports (daily, weekly, and monthly) for managed services clients and document problem resolutions in the knowledge base.
• Ensure continuous learning of technical and non-technical skills, and provide onboarding training for new GSSEs.

Requirements for Applicants

• Educational Background: Candidates must possess a College Degree in Information Technology, Computer Science, Computer Engineering, Electronics & Communication Engineering, or a related field.
• Experience: A minimum of 5-10 years in IT system hardware break-fix and software resolution is required.
• Certification Requirements: Candidates should hold two industry certifications in different technologies, with expertise in UNIX variants (AIX, HP-UX, Solaris, Red Hat, etc.) and networking equivalent to CCNP or above.

Ensuring compliance with company policies is essential, and candidates should demonstrate a willingness to provide both hardware and software support.