Data Center Field Installations Shift Lead (L3 / Shift Lead)

NTT Ltd.•Texas, United States of America, TX

8d•$38 - $71•Hybrid

About The Position

The Data Centre Service Delivery Field Support Engineer (L3) provides professional third-line onsite technical support and field engineering to clients. The role proactively identifies and resolves technical incidents and problems, managing service incidents through to effective resolution to restore client services. Its primary objective is to ensure requests, process events, and incident resolutions result in zero missed SLA conditions. The position supports infrastructure and software at client sites, including configuration, installation, and testing. It diagnoses and resolves incidents, provides remote and onsite support, coordinates with clients and other stakeholders, escalates issues when necessary, and contributes to shift handovers, work instructions, and knowledge articles.

Requirements

Excellent verbal and written communication skills.
Ability to plan activities and projects in advance while accounting for possible changes.
Ability to maintain a positive outlook at work.
Ability to work effectively in a pressurized environment.
Ability to work hard and put in longer hours when necessary.
Ability to use active listening techniques, including paraphrasing to confirm understanding, probing for relevant information, and refraining from interrupting.
Ability to adapt to changing circumstances.
Ability to put the client first, understand client requirements, and create a positive client experience throughout the client journey.
Bachelor's degree or equivalent in Information Technology, Computing, or a related field.
Seasoned experience in data center technologies such as Cisco, NetApp, or EMC (examples include CCNP DC and ONTAP).
Seasoned experience providing technical support to clients.
Seasoned experience in diagnosis and troubleshooting.
Seasoned experience providing remote support in data center technologies.
Seasoned experience in at least two data center technologies.

Nice To Haves

Relevant data center technology certifications or experience with HPE ProLiant servers, 3PAR, Primera, Alletra, Simplicity, Synergy, StoreOnce, or MSA Storage.
Relevant certifications or experience with Dell PowerEdge servers, Unity, PowerStore, PowerScale Isilon, RecoverPoint Appliance/VE, PowerProtect/Data Domain, or VxRail.
VMware Certified VCP-DCV, vSAN, or SRM.
Dell Information Storage Associate (DCA-ISM).
Veeam Backup and Recovery and/or Veritas NetBackup.
Azure Fundamentals.
Cisco UCS servers.
Cisco MDS and Brocade SAN switches, including zoning.

Responsibilities

Ensure assigned infrastructure at client sites is configured, installed, tested, and operational.
Ensure solution software is installed and configured according to client requirements.
Proactively identify problems and errors, and log incidents promptly with the required detail.
Liaise with client IT environments, carriers, colleagues, and other stakeholders to expedite diagnosis and identify resolutions.
Investigate assigned third-line support calls, identify root causes, and follow knowledge articles.
Respond to and diagnose alerts, escalating to an L4 Field Engineer when unable to resolve them within the stipulated time.
Update incidents with progress and resolution details in the required platform in a timely manner.
Ensure efficient and comprehensive resolution of incidents and requests.
Use tools, techniques, and processes to track, log, report on, and correct configuration items, components, and changes.
Investigate problems in systems, processes, and services, and assist with agreed remedies and preventative measures.
Provide third-line remote and onsite technical support to clients.
Provide third-line field engineering services to clients.
Report and escalate issues to third-party vendors when necessary.
Follow required handover procedures during shift changes to ensure service continuity.
Create work instructions to resolve incidents as required.
Create knowledge articles and work instructions for incident diagnosis and resolution.