Data Centre Field Support Engineer (L2)
About The Position
The Data Center Service Delivery Field Support Engineer (L2) is a developing engineering role providing 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. Its primary objective is to ensure requests, process events, and incident resolutions meet Service Level Agreement (SLA) conditions without misses. The role manages standard and low-complexity incidents, performs routine tasks using readily available information and established procedures, and supports data center infrastructure at client sites. It includes installing, configuring, testing, and maintaining infrastructure and related software, investigating incidents and root causes, coordinating with stakeholders and vendors, and following handover procedures to ensure service continuity.
Requirements
- Good verbal and written communication skills.
- Ability to plan activities and projects in advance while accounting 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 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 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 client sites 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 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 promptly on the required platform.
- Ensure efficient and comprehensive resolution of incidents and requests.
- 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 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 required shift-change handover procedures to ensure service continuity.
Benefits
- Medical, dental, and 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.
- Participation in a 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
