Data Centre Smart Hands Engineer (L1)

Overview As a Data Centre Remote Field Service Engineer (L2), you deliver remote technical support to clients, diagnosing incidents and driving them to resolution to meet SLAs. You work within a service-delivery framework, using knowledge articles and service assurance tools to maintain uptime. You collaborate with clients, vendors, and internal teams, escalating and following up on issues to ensure complete recovery. This role combines technical troubleshooting with preventative measures to safeguard service quality and assets. ResponsibilitiesMaintain and follow support processes per proceduresUse service assurance tools to diagnose problems and generate reportsIdentify and resolve issues following approved proceduresPerform maintenance tasks and update knowledge articles as neededMonitor service delivery against SLAs and maintain relevant recordsPrioritize and diagnose incidents, escalate unresolved ones and ensure resolutionProvide service recovery after incident resolutionMaintain accurate configuration items (CIs) and protect assets from unauthorized changesremotely investigate root causes and help implement remedies and preventive measuresCoordinate with teams to ensure repairs are completed and update systems and portals as requiredLog incidents thoroughly and liaise with stakeholders to expedite diagnosis and resolutionCollaborate with client IT environments, vendors, carriers and colleagues to accelerate resolution Key requirementsDeveloping knowledge of technical documentationDeveloping knowledge of management agent concepts, redundancy concepts and remote console architectureDeveloping knowledge of vendor technologies (e.g., Cisco, EMC, Dell, Avaya)Customer service oriented and proactiveProblem solver, self-organized with good attention to detailExcellent spoken and written communicationTeam player with able collaboration across groupsModerate level experience in call center routing, VOIP, security/firewalls, networking and IT infrastructureModerate level experience in remote support and diagnosis in Data Centre technologiesCustomer service orientationProactive thinkingStrong problem-solvingCiscoEMCDell