Infra Support Specialist

**Infra Support Technician: Job Description**

**Description**As an Infra Support Technician with **Minimum of 5 years technical experience** in providing quality services which includes the following key roles and responsibilities:

- Perform data center/server room/IT room facilities management operations for basic Hands and

Feet administration duties that includes:

- Physical support (Racking and Stacking) of servers, network devices and other equipment’s during the support, changes, upgrades, commissioning and Decommissioning activities
- Rack cabling, clean cable routing and cable management within racks
- Support for Component upgrades, swaps, change-out, Lights-on verification, reboots
- Understand the installed infrastructure design at all locations including potential impact on business services in the case of infrastructure issues/outages
- Perform infrastructure related incident resolution, change management activities and service request or task completion via the ticketing system
- Maintain infrastructure facilities including hardware equipment, cabling/patching and IT rooms in a clean, secure and proper operating state to eliminate disruptions in service
- Coordinate with OEM vendors and manage replacement of faulty parts under warranty, maintenance, Return Merchandise Authorization (RMA)
- Periodically recommend stock levels for critical infrastructure spares to ensure infrastructure incidents can be resolved within the documented SLAs
- Data center logistics, assisting with shipping, provisioning and decommissioning processes
- Assist with asset and inventory management of hardware and data center supplies
- Act as the local site interface for vendors (Telecommunications providers, Equipment vendors and associated service partners/contractors, Backup media handling transport and storage service providers for tape backup and Local facility managements providers
- Complete infrastructure support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs
- Participate and support SWAT team activities in response to Incident/problem resolution
- Participate in Change Review Board (CRB) meetings to support change activities
- Work with appropriate team in developing appropriate communications to end-users, on planned/unplanned outages.
- Perform required backup media handling support
- Provide rollout and implementation support for projects, new technology programs including capacity management, device replacement, remediation and retirement activities.
- Provide infrastructure support for Cyber Security, Business Continuity Plan / Disaster Recovery and Emergency Response activities - both drill/exercise and real events.
- Provide assistance (e.g. temporary network setup) for plants and refineries special activities (e.g. turnaround), operational events and special business activities.
- Provide support at CoLo locations
- Emergency response (on-call) support to system outages
- Manage the ticket queue in remedy system and ensure they are resolved and closed within the defined service level maintenance
- Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.
- Provide On-call support if required outside business hours on a rotational basis

Desired Skillsets
- Flexible for travelling to remote sites/Colocations
- Technical Certification (Microsoft/HP/Dell) in the similar field will be an added advantage
- Hands-on experience working in a data center environment working with physical servers/network equipment’s
- Troubleshooting skills in server and network equipment
- Ability to be on your feet all day, weekend work as well for on-call support (rotation)
- Ability to lift heavy equipment’s within datacenter
- Demonstrate ownership and responsibility to assignments
- Strong ticketing system experience
- Enough expertise to identify and recommend changes/improvements to the process and infrastructure design
- Strong technical aptitude and ability to research and solve complex issues independently
- Show adaptability and flexibility in work to suit business requirements
- Understanding to Incident and Problem management to provide 2nd / 3rd level support in response to Major Incidents
- Excellent communication skills (English)
- Excellent customer engagement and customer service skills
- Strong desire to help, share, and assist others
- Excellent analytical skills, Work Ethic and Problem-solving skills
- Customer experience - CSAT focused with Customer is #1 Attitude
- Technical Certification in the similar field will be an added advantage

**Job Types**: Full-time, Part-time, Contract
Contract length: 12 months

**Salary**: $3,000.00 - $3,800.00 per month

**Benefits**:

- Health insurance

Schedule:

- Monday to Friday