Data Centre Field Support Engineer (L2)
About The Position
The Data Center Service Delivery Field Support Engineer (L2) is a developing engineering role responsible for 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 by managing incidents through to effective resolution. The primary objective is to ensure requests, process events, and incident resolutions do not result in missed Service Level Agreement (SLA) conditions. The role manages standard and low-complexity incidents, performs routine tasks using available information, and follows standard practices and procedures. Support is provided remotely and onsite, with coordination across client IT environments, carriers, colleagues, and third-party vendors as needed.
Requirements
- Good verbal and written communication skills.
- Ability to plan activities and projects well in advance and account for possible 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 apply 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 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 such as 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, NetApp, or EMC; examples include CCNP (DC) and ONTAP.
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.
- Liaise with stakeholders, including client IT environments, carriers, and colleagues, to diagnose errors and identify resolutions.
- Investigate assigned second-line support calls and identify incident and problem root causes using 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 in a timely manner using the required platform.
- Ensure incidents and requests are resolved efficiently and comprehensively.
- 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 implementing 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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
