Responsible for effective delivery of technical support and installations. This includes break-fix tasks, hardware, network, cabling and rack deployments, site planning, problem escalation, and managing installations in an Oracle Cloud Infrastructure (OCI) datacenter. Prioritize ticketing queues, resolve escalations, and clear blocking issues to enable continued delivery of technician activities in accordance with internal policies and service level agreements. Provide 24x7 site coverage for Oracle OCI datacenter sites.
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Role Responsibilities and Requirements
- Act HW as support expert liaison to other technical teams & non-technical teams (e.g., networking, compute, compliance, business operations).
- Understand internal customer problems and provide technical solutions in a timely manner.
- Participate in the installation, monitoring, maintenance, support, and optimization of all production server hardware.
- System board level repair and fault diagnosis to SLAs.
- Planning and commissioning new rack positions.
- Involvement with the design and commissioning of new whitespaces.
- Structured cabling installation is a significant part of this position.
- Keep up with the latest technologies and apply them appropriately.
- Adhere to defined Health & Safety processes at all times.
- Work as part of a multi-disciplinary team without friction.
- Additional on-premise work at customer locations may be required.
Requirements
- Bachelor of Science degree in Computer Science, Information Systems, or equivalent work experience.
- Experience in IT infrastructure support and server administration in a mid-sized environment (200 - 1000+ server systems).
- Experience with data center M&E equipment.
- Demonstrated examples of a drive to dig into the details of a system or process to solve customer problems.
- Experience working in a "mission critical operations" environment.
- Ability to speak confidently and to communicate clearly in a virtual environment.
- Strong adherence to processes and be a Process Champion.
- Good communication skills (oral & written) and the ability to interact professionally with a diverse group of customers and staff.
- Experience providing client-facing, direct customer support and service.
- Highly service-oriented, reliable, responsible, self-motivated.
- Good command of English.
Required Data Center Experience
- Basic knowledge of data center design, including electrical and cooling plant & operation.
- Basic knowledge of airflow management (hot aisle, cold aisle, containment etc.).
- Rack, stack equipment including commissioning of new racks.
- Strong structured cabling skills on fiber & copper (e.g., looming, term & test).
Required Skills
- Customer Service
- Good Communication Skills
- IT Infrastructure
- Linux Server
- Hardware Technical Support
- Troubleshooting
Career Level - IC3
Location: JEDDAH, Saudi Arabia
