Data Centre Remote Field Service Engineer (L2)

Overview

Remote technical support engineer providing L2 support to clients by identifying and resolving data centre technical incidents and problems, restoring service within SLA conditions.

What you'll do

• Maintain the support process and ensure support requests are handled according to procedures.
• Use service assurance software and tools to investigate and diagnose problems, collect performance statistics and create reports, working with users, staff and suppliers as appropriate.
• Identify and resolve problems following agreed procedures.
• Carry out agreed maintenance tasks.
• Use knowledge articles in incident diagnosis and resolution and assist with updating them as required.
• Perform defined tasks to monitor service delivery against service level agreements and maintain records of relevant information.
• Analyse service records against agreed service levels to identify actions required to maintain or improve service, and initiate or report these actions.
• Prioritize and diagnose incidents according to agreed procedures.
• Investigate causes of incidents and seek resolution.
• Escalate unresolved incidents and follow up until resolved.
• Provide service recovery following incident resolution.
• Document and close resolved incidents according to agreed procedures.
• Maintain secure, accurate, complete and current configuration on configuration items (CIs), and protect assets and components from unauthorized change, diversion and inappropriate use.
• Remotely investigate and identify root cause of incidents and assist with implementing agreed remedies and preventative measures.
• Maintain knowledge of specific specialisms and provide detailed advice regarding their application.
• Ensure efficient and comprehensive resolution of incidents, including coordinating product requests for repairs with other team members.
• Provide continuous feedback to clients and affected parties and update systems, portals and ticketing tools as prescribed by standard operating procedures.
• Identify problems and errors prior to or when they occur, and log incidents in a timely manner with the required level of detail.
• Cooperate with stakeholders including client IT environments, vendors, carriers and colleagues to expedite diagnosis and identify resolution.

What you'll need

• Developing knowledge of technical documentation.
• Developing knowledge of management agent concepts, redundancy concepts and remote console architecture within the supported technical domain.
• Developing knowledge of vendor technologies, such as (but not limited to) Cisco, EMC, Dell, Avaya.
• Customer service oriented and pro-active thinking.
• Problem solver who is highly driven and self-organized.
• Good attention to detail.
• Good analytical and logical thinking.
• Excellent spoken and written communication skills.
• Team player with the ability to work well with others and in groups with colleagues and stakeholders.
• Bachelor's degree or equivalent in Information Technology, Computing or related field.
• Professional level certification in Data Centre technologies such as Cisco, NetApp, EMC (e.g. CCNP (DC), ONTAP).
• Moderate level experience in call center routing technologies, voice over IP technologies, security/firewalls, and networking (routing, switching, distribution, core and access layers).
• Moderate level experience in IT infrastructure (storage, backup, computing, server virtualization and etc.).
• Moderate level experience in technical support to clients.
• Moderate level experience in diagnosis and troubleshooting.
• Moderate level experience providing remote support in Data Centre technologies.
• Moderate level experience in relevant technology.

Details

• Location: Bangalore, India.
• Workplace type: On-site.