Data Centre Smart Hands Engineer (L1)
Core
Provide professional remote technical support to clients by identifying, diagnosing, and resolving technical incidents and problems in data center environments.
Role type
L1 Data Centre Smart Hands Engineer (Remote Field Service)
Builds
Service restoration and incident resolution for client IT infrastructure
Domain
Data Center Operations / IT Infrastructure Support
Deliverable
client delivery
Required skills
incident diagnosis and troubleshooting, service assurance software usage, configuration management, knowledge base maintenance, SLA monitoring, root cause analysis, vendor technology familiarity (Cisco, EMC, Dell, Avaya), call center routing, VoIP, networking (routing, switching, core/access), storage, backup, server virtualization
Preferred skills
proactive problem solving, analytical thinking, attention to detail, stakeholder collaboration
Technologies
Cisco, EMC, Dell, Avaya, NetApp, service assurance tools, ticketing systems
Responsibilities
Investigate and diagnose technical incidents using service assurance tools; maintain secure and accurate configuration items (CIs); monitor service delivery against SLAs; escalate unresolved incidents and follow up to resolution; document and close incidents per procedures; coordinate repairs and product requests; provide service recovery and feedback to clients.
Seniority
L1, entry-level to developing engineer
