Senior Data Center Support Engineer
4 weeks ago
About the Role
We are seeking a skilled Senior Data Center Support Engineer to join our team at NTT DATA. As a key member of our technical support group, you will be responsible for providing high-level technical support and field engineering services to clients.
Job Responsibilities
- Provide second-line remote and onsite technical support to clients, resolving complex technical issues and ensuring zero missed Service Level Agreement (SLA) conditions.
- Manage standard and low-complexity incidents, conducting routine tasks while utilizing readily available information and following established practices and procedures.
- Liaise with stakeholders, including client IT environments, carriers, and colleagues, to expedite diagnosis and resolution of errors and problems.
- Investigate second-line support calls, identifying root causes of incidents and problems using knowledge articles.
- Respond to and diagnose alerts, escalating to L3 Field Engineers when unable to resolve within stipulated time.
- Ensure incidents are updated with progress and resolution details in a timely manner using required platforms.
- Apply tools, techniques, and processes to track, log, report on, and correct configuration items, components, and changes.
- Investigate problems in systems, processes, and services, assisting with implementation of agreed remedies and preventative measures.
Requirements
- Bachelor's degree or equivalent in Information Technology or Computing or related field.
- Professional level certification in different Data Centre technologies such as Cisco, NetApp, EMC.
- Moderate level experience in Data Center technologies, network routing and switching, technical support, diagnosis, and troubleshooting.
- Moderate level experience in relevant technology areas, including VMware vCenter Server and ESXI, Netapp AFF / FAS, Dell Poweredge, HP Proliant, Microsoft Windows Server, RHEL / Ubuntu Linux.
Salary Range: $90,000 - $120,000 per annum
Benefits
We offer a competitive salary range, comprehensive benefits package, and opportunities for career growth and development. As an equal opportunity employer, we are committed to creating an inclusive work environment that values diversity and promotes equality.
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