Data Center Field Installations Technician (L2)
About The Position
The Data Center Service Delivery Field Support Engineer (L2) is a developing engineering role providing professional second-line onsite technical support and field engineering services to clients. The role proactively identifies and resolves technical incidents and problems, restoring client services through incident management and resolution activities. It aims to ensure that requests, process events, and incidents are handled without missed Service Level Agreement (SLA) conditions. The position manages standard and low-complexity incidents and performs routine, repetitive tasks using available information and standard practices and procedures. It provides both remote and onsite support, including infrastructure installation and configuration, incident diagnosis, escalation, documentation, and service handovers.
Requirements
- Bachelor's degree or equivalent in Information Technology, Computing, or a related field.
- Professional-level certification in data center technologies, such as Cisco, NetApp, or EMC; examples include CCNP (DC) and ONTAP.
- Moderate experience building, deploying, and supporting data center networking infrastructure.
- Intermediate knowledge of data center network equipment such as Nexus and MDS series switching, and its integration with server and storage technologies.
- 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 and 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, probing for relevant information, and avoiding interruptions.
- Ability to adapt to changing circumstances.
- Ability to prioritize the client’s requirements and create a positive client experience.
Responsibilities
- Configure, install, test, and ensure assigned client-site infrastructure is operational.
- Install and configure solution software 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 diagnose problems and identify resolutions.
- Investigate assigned second-line support calls, identify root causes, and follow knowledge articles.
- Respond to and diagnose alerts, escalating to an L3 Field Engineer when unable to resolve them within the stipulated time.
- Update incidents with progress and resolution details using the required platform.
- Ensure comprehensive and efficient 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 second-line remote and onsite technical support to clients.
- Provide second-line field engineering services to clients.
- Report and escalate issues to third-party vendors when necessary.
- Follow handover procedures during shift changes to ensure service continuity.
Benefits
- Medical insurance with employer contribution
- Dental insurance with employer contribution
- Vision insurance with employer contribution
- Flexible spending 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
