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Job Category: Service Delivery

Description:  The function of the Senior Service Engineer (Level 3) is to act as a lead customer issue resolution engineer and take ownership of all assigned tickets.  A secondary function is to act as a mentor to other engineers as assigned and to develop internal certification criteria and curriculum. Level 3 Engineers will also perform the duties of Level 2 Engineers, Training Coordinator, QA Engineer and Escalations Manager as assigned and certified.

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Job Category: Service Delivery

Description: The Account Support Engineer (ASE) is assigned to specific Data Center Sites. The Account Support Engineer is the central point of contact for coordination and delivery of all TERiX support services. The ASE shall also perform many of the proactive services described below. The ASE shall be responsible for understanding Client hardware and software configurations and application criticality. The ASE monitors ongoing activities to maintain an up-to-date understanding of Client business, and manage or perform service delivery as required to meet Client’s business objectives. The ASE shall be responsible for coordination of deliverables across all Client servers covered by the Support Plan.   The ASEs perform proactive work Monday through Friday, between 8:00 a.m. and 5:00 p.m. (local time ) except Client holidays. The ASE’s availability is intended to be sufficiently flexible to meet Client’s requirements. 

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Job Category: Service Delivery

Description:  Terix Computer Service is a growing Unix and Enterprise Server support company focused on delivering service second to none to customers across North America. TERiX is seeking a Level I Help Desk Engineer to handle incoming technical customer service calls. Level I Engineer is the first contact between Terix and our Customer. Engineer must be able to effectively diagnose the service requirement, ensure proper managing of the initial call from the customer , must have knowledge of which files to ask for, from the customer, follow company guidelines for SLA (Service Level Agreement) for responding to customer calls. Coordinate parts and engineer schedules to ensure that SLA is met, Follow up with customer regarding outstanding issues, Research customer service entitlement as per the Entitlement Procedure, to effectively diagnose the service requirement. 

Qualifications:
· Diploma or equivalent from a recognized technical institute
· Strong customer management skills
· Ability to follow procedure and efficiently trouble-shoot hardware and software issues

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Job Category: Service Delivery

Description: The Level 3 Senior HP Engineer is responsible for driving technical service resolution and maintaining high levels of customer satisfaction through providing pre and post-sales technical/functional support to current and prospective customers.  This position is responsible for providing systems engineering support for Company clients in a 24 x 7 service organization.  Ideal candidates need to be results focused, customer centric, and posses a clear can do attitude.

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