Senior Project Engineer
Salary: ฿25,000 – ฿30,000 per month
Key responsibilities
Ticket and incident management
Work tickets assigned through the client's ITSM toolset and manage each one to resolution within its priority and SLA.
Provide first-contact remote support on every call before attending site.
Aim for first-call resolution; escalate unresolved issues through the Service Desk under the escalation process, keeping all relevant people informed.
Diagnose, verify, record and report downtime, and give immediate notification of every incident.
Contribute to the knowledge base so the infrastructure team can support more effectively.
End-user device support
Install and hand over new desktops and laptops: OS installation, power-on test, hardware verification, OS configuration, mail client, Microsoft Office to client standards, and printers.
Carry out IMAC (install, move, add, change) for end-user devices and video-conferencing devices.
Perform break/fix hardware repair and coordinate with OEM vendors.
Repair, upgrade and restore workstations as defined in the SLAs, including emergency recovery of desktops and laptops.
Support and fine-tune Windows 10 and above, Microsoft Office, Outlook and the AVD client suite.
Test drivers for laptops and desktops.
Apply patch upgrades and remediate workstation patching failures.
Diagnose and remove viruses that the anti-virus tool on the device can fix.
Manage endpoint backups through the client's backup tool.
Printing, collaboration and mobile
Configure printers and resolve users' printing problems.
Set up audio and video conferencing, and connect and tune LCD projectors and other collaboration tools.
Configure and troubleshoot iOS and Android devices through the approved MDM solution.
Perform first-level AVD diagnosis (connection type, client version, network latency, basic troubleshooting) and escalate unresolved issues to the responsible team.
Infrastructure hands and feet
Provide smart-hands support where an issue cannot be resolved remotely.
Patch LAN and WAN cabling for desktops, laptops and printers at in-scope sites.
Rotate backup tapes and act as point of contact for off-site pick-up.
Manage file-share permissions, server backups and server patching as assigned.
Virtualization and data centre maintenance
Operate, troubleshoot and maintain VMware environments: vSphere/ESXi hosts, vCenter Server, vCloud and vRealize (Aria) Suite.
Diagnose and resolve incidents on virtual machines, hosts, clusters, datastores and virtual networking, and restore service within the agreed SLA.
Provide onsite response within 4 hours under 24x7 maintenance agreements, including out-of-hours call-outs.
Carry out scheduled preventive maintenance: health checks, log and capacity review, firmware and patch level review, and a written PM report.
Support the underlying hardware: blade servers and fabric interconnects (Cisco UCS), SAN storage (Dell EMC VNX and Unity) and tape libraries.
Open and manage vendor support cases (VMware/Broadcom, Cisco, Dell EMC, HPE) and coordinate part replacement.
Plan and perform patching, upgrades and configuration changes under the customer's change process.
Produce incident and root-cause reports for the customer.
Accounts and access
Create and maintain user accounts in Active Directory, Microsoft Teams and Exchange.
Qualifications
Required
3+ years of hands-on experience in IT onsite, desktop or field support in a corporate or factory environment.
Strong Windows 10/11 skills: imaging and installation, configuration, patching, driver and hardware troubleshooting.
Working knowledge of Microsoft 365: Outlook, Office applications, Teams and Exchange mailbox basics.
Active Directory user and group administration, and file-share permission management.
Hardware break/fix on desktops, laptops and printers, including dealing with OEM vendors for warranty repair.
Basic networking: LAN/WAN cable patching, switch port tracing, IP and connectivity troubleshooting.
Experience working to SLAs in an ITSM ticketing tool (ServiceNow, Remedy or similar).
Video-conferencing and meeting-room equipment set-up, including projectors.
Thai: fluent, spoken and written. English: able to read and write tickets and speak with a regional service desk.
Valid Thai driving licence and able to drive a car to customer sites, including provincial sites, at short notice.
Virtualization skills (required)
Hands-on administration and troubleshooting of VMware vSphere/ESXi and vCenter Server in production.
Understanding of clusters, HA, DRS, vMotion, datastores and virtual networking.
Working knowledge of blade server platforms and SAN storage; Cisco UCS and Dell EMC VNX/Unity experience is an advantage.
Able to join a 24x7 on-call rota and reach the customer site within 4 hours.
Backup skills (required)
Able to implement and operate backup solutions such as Veeam, Nakivo, Synology and QNAP.
Design and configure backup jobs, schedules, retention and off-site or replica copies for virtual machines, servers and endpoints.
Monitor backup jobs, troubleshoot failures and perform restore tests and recoveries.
Preferred
Azure Virtual Desktop (AVD) client support.
MDM administration for iOS and Android (Intune or similar).
Backup operations: tape rotation and endpoint or server backup tools.
Windows Server patching and basic server administration.
Experience working with a regional or overseas service desk.
Experience in a manufacturing or multinational environment.
Certifications such as CompTIA A+, Network+, ITIL Foundation or Microsoft MD-102.
Own vehicle.
VMware VCP certification; Cisco UCS or Dell EMC storage certification.
Experience with VMware vCloud and vRealize (Aria) Suite.
Personal attributes
Owns a problem through to resolution and keeps the user and service desk informed.
Works alone on site without supervision and represents Greenwill professionally in front of the client.
Clear, accurate ticket documentation.
Working conditions
Work is at customer premises, including factory floors; site safety rules and PPE requirements apply.
Regular driving to customer sites in Bangkok and the provinces; some visits may require overnight stays.
Out-of-hours and weekend call-outs may be required and are compensated under Greenwill policy and Thai labour law.
Background verification may be required by customers; documents are handled under PDPA.
Confidentiality obligations to Greenwill and its customers apply.