Field Support Specialist 3

 Bachelor of Science degree in Computer Science, Information Systems OR equivalent work experience
 Recent graduates are encouraged to apply if they can demonstrate interest and knowledge in the position and a willingness to learn on the job – gap year students also considered
    Experience in IT Infrastructure support and server administration in a mid-sized environment (200 - 1000 server systems)
    Experience with data center M&E equipment
    Demonstrated examples of a drive to dig into the details of a system or process to solve customer problems
    Experience working in a “mission critical operations” environment
    The position involves on-call which means you should have a driving license and be able to reach out to the Data Center site within 60 mins approximately
    The position has a physical component requiring the ability to lift up to 25Kg and may require working in cramped spaces or elevated locations
    Ability to speak confidently and to communicate clearly in a virtual environment
    Strong adherence to processes and be a Process Champion
    Good communication skills (oral & written) and ability to interact professionally with a diverse group of customers and staff
    Experience providing client-facing, direct customer support and service.
    Ability to work productively in remote cross-functional teams or resourcefully and independently as an individual
    Highly service-oriented, reliable, responsible, self-motivated

Required Data Center experience

    Basic knowledge of data center design, including electrical and cooling plant & operation thereof
    Basic knowledge of airflow management (hot aisle, cold aisle, containment etc.)
    Rack, stack equipment including commissioning of new racks
    Strong structured cabling skills on fiber & copper (e.g looming, term & test)

Required systems & hardware expertise

    Systems administration (Linux and/or Windows Servers)
    Hardware repair, diagnosis & break  / fix
    Networking fundamentals (DNS, TCP/IP, basic troubleshooting)
    IT Hardware Concepts (RAID, SAN, x86 architecture, SCSI, FC, ethernet, iLO)
    Base Operating System Installs and configuration
    Core OS Services: SSH, Telnet, RDP, FTP, NFS, DNS, DHCP etc.

Role Responsibilities and Requirements

    Act HW as support expert liaison to other technical teams & non-technical teams (e.g.: networking, compute, compliance, business operations)
    Understand internal customer problem and provide technical solution in timely manner
    Participate in the installation, monitoring, maintenance, support, and optimization of all production server hardware
    System board level repair and fault diagnosis to SLAs
    Planning and commissioning new rack positions
    Involvement with the design and commissioning of new whitespaces
    Structured cabling installation is a significant part of this position
    Keep up with the latest technologies and apply them appropriately
    Adherence to defined Health & Safety processes at all times
    Working as part of a multi-disciplinary team without friction

       · Additional on premise work at customer locations maybe required

Job duties are varied and complex utilizing independent judgment. May have project lead role. 5 years relevant work experience. BS/BA preferred.

Responsibilities:

Provides a high level of customer satisfaction through the effective delivery of technical support and service programs. Customer support specifications may include product performance / maintenance, product installation, project management, site planning and professional services. Pro-actively coordinates resources, problem resolution, problem escalation, and the use of system level diagnostics. Understands service processes and options that are linked with the customers specifications. Able to identify and solve a wide range of problems. Needs a 24-hour commitment to support customer specifications which may also be fulfilled by participation in the regional standby rotation.  Works primarily at customer sites.