Data Centre Remote Field Service Engineer (L1)
Core
Entry-level engineering role providing professional remote technical support to clients by identifying and resolving technical incidents and problems in data center technologies.
Role type
Entry-level L1 Data Centre Remote Field Service Engineer
Builds
Service restoration and incident resolution for client IT environments
Domain
IT Infrastructure / Data Centre / Networking
Required skills
Remote technical support, Incident diagnosis and troubleshooting, Service level agreement (SLA) monitoring, Configuration management, Root cause analysis, Vendor technology knowledge (Cisco, EMC, Dell, Avaya), Networking fundamentals (routing, switching, virtualization), IT infrastructure support
Preferred skills
Data Centre technologies certification (e.g., CCNA DC), Experience with call center routing and VoIP technologies
Technologies
Cisco, EMC, Dell, Avaya, Service assurance software, Ticketing tools
Responsibilities
Investigate and diagnose problems using service assurance tools, Maintain secure and accurate configuration items (CIs), Prioritize and resolve incidents following agreed procedures, Escalate unresolved incidents and follow up until resolution, Coordinate product requests and repairs with other team members, Document and close resolved incidents, Monitor service delivery against SLAs, Provide service recovery and feedback to clients
Seniority
Entry level, hands-on IC
