Data Centre Remote Hands Engineer

Overview As a Data Centre Remote Field Service Engineer (L1) you will deliver professional remote technical support to clients, diagnosing incidents and restoring services quickly. You will work within a supportive team to meet SLAs, using knowledge articles and service tools to troubleshoot and document resolutions. The role emphasizes proactive incident handling, root-cause analysis, and coordination with stakeholders to ensure secure and accurate configuration management. This entry‑level position offers hands-on exposure to data centre technologies, client environments, and ongoing process improvement in a global tech services leader. You will be part of a diverse, inclusive culture that values成长 Compensation / Benefitsmedical, dental, and vision insurance with employer contributionflexible spending or health savings accountlife and AD&D insuranceshort and long term disabilitypaid time offemployee assistance program','401(k) with company match ResponsibilitiesMaintain and follow the support process and proceduresUse service assurance tools to diagnose problems and report performance statisticsIdentify and resolve problems following established guidelinesCarry out maintenance tasks and update knowledge articlesMonitor service delivery against SLAs and maintain relevant recordsPrioritize and diagnose incidents per procedures and escalate unresolved issuesProvide service recovery and document close of incidentsMaintain configuration management for CIs and protect assets from unauthorized changesRemotely identify root causes and help implement remedies and preventative measuresCoordinate with teams to ensure efficient incident resolution and update portals and ticketsEngage with clients and other stakeholders to expedite diagnosis and resolutionLog incidents with required detail and maintain comprehensive recordsSupport cross-functional cooperation with client IT environments, vendors, and carriers Key requirementsEntry-level experience in call center routing technologies, VoIP, security/firewalls, networking, and IT infrastructureEntry-level experience in technical client support and remote data centre diagnosticsBachelor’s degree in IT or Computing or equivalent; associate certifications in data centre technologies (e.g., CCNA DC)Entry-level knowledge of vendor technologies (e.g., Cisco, NetApp, EMC, Avaya) and remote console architecturesAbility to communicate across cultures and work under pressureWillingness to work longer hours when neededStrong active listening and information-gathering skillsExperience with remote support in data centre technologiesKnowledge of management agent concepts and redundancy conceptsKnowledge of service processes and ticketing systemsCross-cultural communicationProject planningPositive attitude under pressureCiscoNetAppEMC