Data Centre Service Delivery 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, restores service through incident management and resolution activities, and aims to ensure that requests, process events, and incidents meet Service Level Agreement (SLA) conditions without misses. The engineer manages standard and low-complexity incidents, carries out routine and repetitive tasks using available information, and follows established practices and procedures. Support is provided remotely and onsite, with issues escalated to an L2 Field Engineer or third-party vendors when needed. The role is on-site.
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 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.
- 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; examples include CCNA (DC).
Responsibilities
- Ensure assigned infrastructure at the client site is configured, installed, tested, and operational.
- Install and configure software included in the solution according to client requirements.
- Identify problems and errors proactively and log incidents promptly with the required detail.
- Liaise with client IT environments, carriers, and colleagues to diagnose errors and identify resolutions.
- Investigate assigned first-line support calls and identify incident and problem 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 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 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 shift handover procedures to ensure service continuity.
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
