Data Centre Service Delivery Field Support Engineer

Description

Make an impact with the company DATA

Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

Your day at the company DATA

The Data Center Service Delivery Field Support Engineer (L1) is an entry level engineering role, responsible for providing a professional first-line onsite technical support and field engineering service to clients by proactively identifying and resolving technical incidents and problems.

Through pre-emptive service incident and resolution activities, this role restores service to clients by managing incidents and seeing them through to an effective resolution.

The primary objective of this role is to ensure all requests, process events and resolution incidents result in zero missed Service Level Agreement (SLA) conditions.

The Data Center Service Delivery Field Support Engineer (L1) is responsible for managing standard and low complexity incidents, conducting routine, repetitive tasks whilst using readily available information and following standard practices and procedures.

Responsibilities

• Ensures that the assigned infrastructure at the client site is configured, installed, tested and operational.
• Ensures that any software that is part of the solution is installed and configured according to client requirements.
• Proactively identifies problems and errors as they occur and logs such incidents in a timely manner with the required level of detail.
• Liaises with all stakeholders including client IT environments, carriers and colleagues to expediate diagnosis of errors and problems and to identify a resolution.
• Investigates first line support calls assigned and identifies the root cause of incidents and problems following knowledge articles.
• Responds to and diagnoses all alerts, escalate to L2 Field Engineer when unable to resolve within the stipulated time.
• Ensures incidents are updated with progress and resolution details in a timely manner using the required platform.
• Ensures the efficient and comprehensive resolution of incidents and requests.
• Applies tools, techniques and processes to track, log, report on and correct configuration items, components and changes.
• Investigates problems in systems, processes and services and assists with the implementation of agreed remedies and preventative measures.
• Provides first line remote and onsite technical support to clients.
• Provides first line field engineering services to clients.
• Reports and escalate issues to 3rd party vendors if necessary.
• Follows the required handover procedures for shift changes to ensure service continuity.
• To thrive in this role, you need to have:
• Good communicate skills, both verbal and written.
• Ability to plan activities and projects well in advance, and take into account possible changing circumstances.
• Ability to maintain a positive outlook at work.
• Ability to work well in a pressurized environment.
• Ability to work hard and put in longer hours when it is necessary.
• Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information and refraining from interrupting.
• Ability to adapt to changing circumstances.
• Ability to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey.
• Academic qualifications and certifications:
• Bachelor's degree or equivalent in Information Technology or Computing or related field.
• Associate level certification in different Data Centre technologies such as Cisco, NetApp, EMC- Ex: CCNA (DC) etc.
• Required experience:
• Entry level experience in building, deploying and supporting data center networking infrastructure.
• Associate level knowledge of data center network equipment like Nexus and MDS series switching.
• Workplace type :
• On-site Working
• About the company DATA
• The company DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune
• Global 100. We are committed to accelerating client success and positively impacting society through
• responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with
• unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and
• application services. Our consulting and industry solutions help organizations and society move
• confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more
• We also offer clients access to a robust ecosystem of innovation centers as well as
• established and start-up partners.
• year in R&D.