Remote Hands Engineer
Core
Entry-level Data Centre Remote Field Service Engineer providing professional remote technical support to clients by identifying, diagnosing, and resolving technical incidents to ensure zero missed SLA conditions.
Role type
Entry-level IC Data Centre Remote Field Service Engineer
Builds
Service restoration and incident resolution for client IT environments
Domain
Data Centre / IT Infrastructure / Networking
Deliverable
client delivery
Required skills
Incident diagnosis and troubleshooting, Service assurance software usage, Configuration management (CIs), SLA monitoring and reporting, Root cause analysis, Vendor technology knowledge (Cisco, EMC, Dell, Avaya), Remote console architecture understanding, Networking fundamentals (routing, switching, VoIP), IT infrastructure knowledge (storage, backup, virtualization)
Preferred skills
Knowledge of management agent concepts, Redundancy concepts, Call center routing technologies
Technologies
Cisco, EMC, Dell, Avaya, Service assurance software, Ticketing tools
Responsibilities
Investigate and diagnose technical incidents using service assurance tools, Maintain secure and accurate configuration on configuration items, Monitor service delivery against SLAs and report actions, Escalate unresolved incidents and follow up until resolution, Coordinate product requests and repairs with team members, Document and close resolved incidents per procedures, Provide service recovery and feedback to clients
Seniority
Entry level, hands-on IC
