Data Center Field Installations Technician (L1)
About The Position
The Data Center Service Delivery Field Support Engineer (L1) is an entry-level engineering role providing professional first-line onsite and remote technical support and field engineering services to clients. The role proactively identifies and resolves technical incidents and problems, restores client services, and manages incidents through effective resolution while working to prevent missed Service Level Agreement (SLA) conditions. The position handles standard and low-complexity incidents and routine, repetitive tasks using available information and established practices and procedures. It involves configuring, installing, testing, and maintaining client-site infrastructure and associated software; diagnosing alerts and support calls; documenting and escalating issues; coordinating with clients, carriers, colleagues, and vendors; and following shift handover procedures to ensure service continuity.
Requirements
- Good verbal and written communication skills.
- Ability to plan activities and projects in advance while accounting for changing circumstances.
- 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 prioritize the client, understand client requirements, and create a positive client experience throughout the client journey.
- Entry-level experience building, deploying, and supporting data center networking infrastructure.
- Associate-level knowledge of data center network equipment such as Nexus and MDS series switching.
Responsibilities
- Ensure assigned infrastructure at the client site is configured, installed, tested, and operational.
- Install and configure solution software according to client requirements.
- Proactively identify problems and errors and log incidents promptly with the required detail.
- Coordinate with client IT environments, carriers, and colleagues to diagnose errors and identify resolutions.
- Investigate assigned first-line support calls and identify root causes by following knowledge articles.
- Respond to and diagnose alerts, escalating to an L2 Field Engineer when unable to resolve them within the stipulated time.
- Update incidents promptly with progress and resolution details in the required platform.
- Resolve incidents and requests efficiently and comprehensively.
- Use tools, techniques, and processes to track, log, report, and correct configuration items, components, and changes.
- Investigate problems in systems, processes, and services, and assist with implementing agreed remedies and preventative measures.
- Provide first-line remote and onsite technical support to clients.
- Provide first-line field engineering services to clients.
- Report and escalate issues to third-party vendors when necessary.
- Follow shift handover procedures to ensure service continuity.
Benefits
- Medical insurance with an employer contribution
- Dental insurance with an employer contribution
- Vision insurance with an employer contribution
- Flexible spending account or health savings account
- Life and AD&D insurance
- Short- and long-term disability coverage
- Paid time off
- Employee assistance
- 401(k) program with company match
- Additional voluntary or legally required benefits
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
