Data Centre Field Support Engineer (L2)
About The Position
The Data Center Service Delivery Field Support Engineer (L2) is a developing engineering role that provides professional second-line onsite and remote 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 effective resolution. The position manages standard and low-complexity incidents and routine tasks using available information and established practices and procedures. Its primary objective is to ensure requests, process events, and incident resolutions do not result in missed Service Level Agreement (SLA) conditions. The role also supports service continuity through timely incident documentation, escalation, and handover procedures.
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 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 clients’ needs and create a positive client experience throughout the client journey.
- Bachelor’s degree or equivalent in Information Technology, Computing, or a related field.
- Moderate experience building, deploying, and supporting data center networking infrastructure.
- Intermediate knowledge of data center network equipment, including Nexus and MDS series switching, and its integration with server and storage technologies.
Nice To Haves
- Professional-level certification in data center technologies, such as Cisco or NetApp/ONTAP; examples include CCNP (DC) and ONTAP.
Responsibilities
- Configure, install, test, and maintain assigned infrastructure at client sites.
- 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, colleagues, and other stakeholders to diagnose and resolve errors and problems.
- Investigate assigned second-line support calls and identify root causes using knowledge articles.
- Respond to and diagnose alerts, escalating to an L3 Field Engineer when issues cannot be resolved within the stipulated time.
- Update incidents with progress and resolution details in the required platform in a timely manner.
- 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 second-line remote and onsite technical support and field engineering services to clients.
- Report and escalate issues to third-party vendors when necessary.
- Follow shift-change 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
