About the Role
The Data Center Service Delivery Field Support Engineer (L2) is a developing engineering role focused on providing professional second-line onsite technical support and field engineering services to clients. The primary responsibility of this role is to proactively identify and resolve technical incidents and problems, ensuring all requests, process events, and resolution incidents meet the required Service Level Agreements (SLAs). This role involves managing standard and low complexity incidents, conducting routine tasks, and following standard practices and procedures to restore service effectively and efficiently.
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Key Responsibilities:
- Ensure that the assigned infrastructure at the client site is configured, installed, tested, and operational.
- Ensure that any software part of the solution is installed and configured according to client requirements.
- Proactively identify problems and errors as they occur and log incidents with required detail.
- Liaise with stakeholders, including client IT environments, carriers, and colleagues, to expedite diagnosis and identify resolutions.
- Investigate second line support calls and identify the root cause of incidents and problems using knowledge articles.
- Respond to and diagnose alerts, escalating to L3 Field Engineer when unable to resolve within stipulated time.
- Update incidents with progress and resolution details in a timely manner using the required platform.
- Ensure the efficient and comprehensive resolution of incidents and requests.
- Apply tools, techniques, and processes to track, log, report on, and correct configuration items, components, and changes.
- Investigate problems in systems, processes, and services, assisting with the implementation of 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 as necessary.
- Follow required handover procedures for shift changes to ensure service continuity.
To Thrive in This Role, You Need to Have:
- Good communication skills, both verbal and written.
- Ability to plan activities and projects well in advance, considering potential changes.
- Ability to maintain a positive outlook at work and on the job.
- Capacity to work well in a pressurized environment and to put in longer hours when necessary.
- Proficiency in active listening techniques, such as paraphrasing for understanding and probing for relevant information.
- Ability to adapt to changing circumstances.
- Client-centric approach in all interactions, understanding their requirements and creating a positive experience throughout the client journey.
Academic Qualifications and Certifications:
- Bachelor's degree or equivalent in Information Technology, Computing, or related field.
- Professional-level certification in various Data Center technologies such as Cisco, NetApp, EMC (e.g., CCNP (DC), ONTAP).
Required Experience:
- Moderate experience in building, deploying, and supporting data center networking infrastructure.
- Intermediate knowledge of data center network equipment, such as Nexus and MDS series switching, and integration into server and storage technologies.
Workplace Type:
On-site Working
Equal Opportunity Employer
The company is an Equal Opportunity Employer, committed to creating a diverse and inclusive environment. We do not discriminate based on age, race, color, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. We encourage all qualified candidates to apply.
