Data Centre Remote Field Service Engineer (L2)
Core
Provide professional remote technical support to clients by identifying and resolving technical incidents and problems in data center environments.
Role type
L2 Data Centre Remote Field Service Engineer
Builds
Service restoration and incident resolution for client IT environments
Domain
IT Infrastructure / Data Centre / Networking
Deliverable
client delivery
Required skills
Incident diagnosis and troubleshooting, Service level agreement (SLA) monitoring, Configuration management, Remote console architecture, Vendor technology support (Cisco, EMC, Dell, Avaya), Call center routing, Voice over IP, Security/firewalls, Networking (routing, switching, virtualization)
Preferred skills
Technical documentation, Management agent concepts, Redundancy concepts, Product request coordination
Technologies
Cisco, NetApp, EMC, Dell, Avaya, Service assurance software, Ticketing tools
Responsibilities
Investigate and diagnose problems using service assurance tools, Prioritize and resolve incidents following agreed procedures, Maintain secure and accurate configuration items (CIs), Monitor service delivery against SLAs, Escalate unresolved incidents and follow up until resolution, Document and close resolved incidents, Coordinate product requests for repairs, Provide service recovery and feedback to clients
Seniority
Junior to Mid-level, hands-on IC
