Data Centre Field Support Engineer (L1)
About The Position
The Data Center Service Delivery Field Support Engineer (L1) is an entry-level engineering role providing professional first-line onsite technical support and field engineering services to clients. The role proactively identifies and resolves technical incidents and problems, restoring service through incident management and resolution activities. The position aims to ensure that requests, process events, and incident resolutions meet Service Level Agreement (SLA) conditions without misses. It manages standard and low-complexity incidents, performs routine and repetitive tasks, and follows established practices, procedures, and available information. The role is hybrid and offers a stated starting pay range of $19 to $24 per hour.
Requirements
- Good verbal and written communication skills.
- Ability to plan activities and projects in advance and account 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, 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 experience throughout the client journey.
- Bachelor's degree or equivalent in Information Technology, Computing, or a related field.
- 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.
Nice To Haves
- Associate-level certification in data center technologies such as Cisco, NetApp, or EMC (for example, CCNA (DC)).
Responsibilities
- Ensure assigned infrastructure at client sites is configured, installed, tested, and operational.
- Install and configure solution software according to client requirements.
- Identify problems and errors proactively and log incidents promptly with the required detail.
- Coordinate with client IT environments, carriers, and colleagues to diagnose issues and identify resolutions.
- Investigate assigned first-line support calls and identify root causes using knowledge articles.
- Respond to and diagnose alerts, escalating to an L2 Field Engineer when unable to resolve them within the stipulated time.
- Update incidents with progress and resolution details promptly using the required platform.
- Ensure incidents and requests are resolved 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 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 handover procedures during shift changes 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 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
