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TERiX: Your one-call hardware maintenance provider.

What It Means To Be Engineering-Driven

Service is a lot more than just fixing things that break and meeting SLAs. Our customers want to make a single support call for dozens of different systems at once, and accomodate smaller staffs, and budgets with improved automation. Our TERiXENGINEERING team provides a deep selection of maintenance diagnostic applications, management tools, and monitoring options that meet or exceed OEM offerings, and dwarf the scope of what all but a handful of other third party maintainers worldwide can bring to the table. Combine this with the breadth of special project and steady-state consultative services TERiX offers as TERiXPROJECTS [link] through our engineering team, and it's obvious that engineering truly drives TERiX.

ProServe, T-NET and much more

TERiX maintenance includes a host of proprietary tools and solutions engineered to eliminate much of the hassle IT might otherwise experience in data center maintenance activities and service events. Offering major advantages in maintaining server, storage, and networking hardware systems, as well as sophisticated OS and firmware patch management, these benefits represent the best and most forward-thinking solutions coming out of our TERiX labs, including:

  • Sophisticated patch analysis, advisory and management systems to better integrate legacy and new model hardware in the data center
  • On-site appliances that read "heartbeats" and the ability to automatically parse error logs and open tickets, freeing IT personnel from tedious management and diagnostic tasks
  • Applications that communicate status and transmit alerts via email or other messaging, allowing IT to focus on postive business outcomes rather than maintenance issues
  • Network 'Golden Image' burn-down that eliminates the main source of post-incident problems by making restores a simple, fast, process rather than a time-consuming test and re-test chore

Slideshare presentations with more detail on ProServe add-on subscriptions are available:

Monitoring
View more presentations from TERiX Computer Service
ProServe Information
View more presentations from TERiX Computer Service.

TERiXENGINEERING designs, tests and implements scalable ideas that drive our service levels to new heights, and brings next-generation hardware service solutions to any level engagement from our biggest, most-sophisticated international Fortune 500-size data center to the smallest member of the TERiX community of partners and customers.

What it Takes to Be a TERiX Engineer.

An engineering company is only as good as its engineers, and we look for more than qualifications and smarts. We also look for an attitude of exceptional focus on the customer, because as an engineer you never simply fix a part - you solve a problem.

Here are some qualifications for our engineers:

TERiX L1 Engineer (L1)

  • College degree
  • 3-5 years experience in technology industry
  • 2 years minimum experience in call handling and use of technology tools
  • Customer service experience with demonstrated written/oral communication training
  • Strong customer facing skills and a focus on detail and on listening
  • Background/experience/training in hardware platform products

TERiX L2 Engineer (L2)

  • College degree - BS in Computer Science or Information Technology preferred
  • 7 years experience in technology industry
  • 5 years minimum experience in call handling and use of technology tools
  • 5 years minimum experience in hardware onsite support
  • Customer service and written/oral communication training
  • Strong organizational, teamwork disciplines and problem solving skills
  • 2 years Management of personnel and project management experience
  • Certifications in hardware products (UNIX Server, Wintel/Blade, Storage, Networking)
  • Certifications in Operating System and layered products (Sun, IBM, HP, other)

TERiX L3 Engineer (L3)

  • College degree - BS, IT related, often Dual or Advanced Degrees with Graduate Study
  • 15 years experience in technology industry
  • 10 years experience in call handling, triage, diagnosis and use of technology tools
  • 10 years experience in hardware onsite support
  • Often, have spent time as an OEM engineering employee in their career
  • Demonstrated customer service and written/oral communication training
  • Strong organizational, teamwork disciplines and problem solving skills
  • 7 years Management of personnel and project management experience
  • Background/experience/training in hardware products (UNIX Server, Wintel/Blade, Storage, Networking)
  • Experience in reading, analyzing and diagnosing error logs, core dumps, explorer, snap output
  • Experience in root cause analysis, complex research and diagnosis and corrective actions
  • Experience in use of TERiX Lab and Certification Center, Best Practice Libraries, other
  • Experience in use of TERiX intellectual properties/tools (ProServe, Ticketmaster, etc).
  • Certifications in hardware products (UNIX Server, Wintel/Blade, Storage, Networking)
  • Certifications in Operating System and layered products (Sun, IBM, HP, other)

TERiX Call Center Manager (CCM)

  • College degree - IT and Business related, minor area - Marketing/Communications preferred
  • 10 years experience in technology industry, customer service call center (inbound) focuses
  • 5-7 years minimum experience in directing operation and staffing, 7x24x365 global call center
  • 5 years minimum experience in personnel management, call center management
  • Leadership skills, educator/mentor skills, proven ability to monitor/improve customer experience
  • Strong teamwork orientation - interfacing with customer facing events with engineering teams
  • Experience in technologies/tools (CTI, IVR, ACD, NVR, KM, CMS, CRM applications, etc)
  • Experience and understanding in reporting of metrics and in training disciplines

TERiX Lab Engineer (LE)

  • College degree - BS in Computer Science or Information Technology preferred
  • 5 years experience in technology industry
  • 5 years minimum experience in systems hardware installation, configuration, tuning
  • 5 years minimum experience in operating system advanced administration
  • Strong organizational, teamwork disciplines and problem solving skills
  • Certifications in hardware products (UNIX Server, Wintel/Blade, Storage, Networking)
  • Certifications in Operating System and layered products (Sun, IBM, HP, other)
  • Experience in setting up repositories, problem replication, systems recovery procedures

TERiX Field Engineer (FE)

  • College degree - BS in Computer Science or Information Technology preferred
  • 10 years experience in technology industry
  • 5-7 years minimum experience in onsite advanced systems hardware maintenance
  • 5-7 years minimum experience in operating system functions, testing, analysis
  • Strong customer facing skills and strong communication/listening skills
  • Strong organizational, teamwork disciplines and problem solving skills
  • Certifications in hardware products (UNIX Server, Wintel/Blade, Storage, Networking)
  • Trained and experienced in the use of tools and procedures in data center server and storage support
  • Trainedand experienced in parts/logistics RSL practices,quality checks, escalation processes
  • Carrycompany issued Laptop, diagnostics/manuals, cables,tools, Smartphone PDA/pager, Cell phone and Wireless

TERiX RSL Manager (LM1)

  • College degree - BS in Logistics Management preferred
  • 8-10 years experience in technology industry
  • 5 years minimum experience in onsite advanced systems hardware maintenance
  • 5 years minimum experience in picking, stocking, staging, shipping, packaging, inbound/outbound paperwork
  • Strong teamwork orientation - interfacing with field engineering 7x24
  • Strong detail orientation and full knowledge of TERiX inventory/logistics tools/systems
  • Experience in secure process execution, sign-in/out process, empowers auto-replenishment methods

TERiX Logistics Manager (LM2)

  • College degree - BS in Logistics Management, MS preferred
  • 8-10 years experience in technology industry
  • 7 years minimum experience in IT logistics, warehouse operations, movement and procurement
  • 5-7 years minimum experience in quality initiatives, control processes
  • Strong supplies and partner communication and management
  • Experience in personnel management, project management and operations
  • Experience in picking, staging, shipping, packaging, inbound/outbound paperwork
  • Experience in supplier management, supply chain disciplines
  • Experience and understanding of regulations, compliance, and best practices
  • Certified Purchasing Manager, Black belt level preferred
  • Experience in the use of inventory and logistics tools, applications and technologies

TERiX Duty Manager (DM)

  • College degree - BS in IT related field preferred with advanced customer service training
  • 8-10 years experience in technology industry
  • 5 years minimum experience in onsite advanced systems hardware maintenance
  • 5 years minimum experience in call handling, escalation management and project management
  • 2 years minimum experience in call center management and personnel management
  • Strong teamwork orientation and strong customer facing skills, detail/metric driven
  • Strong listener, communicator with customer empathy, dedicated, results driven
  • Full knowledge of TERiX tools/systems and processes, and strong leadership skills
  • Experience in facilitation, problem resolution, resource utilization and internal process

Do you see yourself in one of these descriptions?

If you do, and you're interested in seeking employment with us, we're interested in talking with you, too. Hop over to our Careers page [link] and attach your resume to a position that fits your experience, attitude and personality.

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As an independent Silicon Valley-based provider of server, storage, and network maintenance services, TERiX serves more than 1,000 customers around the world. TERiX support options include onsite server, storage, network maintenance with plans that include 24/7 coverage, spares onsite, next-day parts, and UNIX based operating system configuration, system administration, and error analysis and diagnosis services.

TERiX Computer Service - World-Class Server, Storage, and Network Maintenance

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