Data Centre Remote Field Service Engineer (L1)

About the Role

The Data Centre Remote Field Service Engineer (L1) is an entry-level engineering role, operating remotely within a region and responsible for providing professional technical support to clients. This role identifies and resolves technical incidents and problems, aiming to restore service efficiently and ensure all Service Level Agreement (SLA) conditions are met.

Location

Hillsboro, OR

Key Responsibilities

• Maintain the support process and ensure requests are handled according to procedures.
• Use service assurance software and tools to investigate and diagnose problems, collect performance statistics, and create reports.
• Identify and resolve problems following agreed procedures.
• Carry out agreed maintenance tasks.
• Ensure usage of knowledge articles in incident diagnosis and resolution, and assist with updates.
• Perform defined tasks to monitor service delivery against SLAs and maintain records.
• Analyze service records against agreed service levels to identify actions required for improvement.
• Prioritize and diagnose incidents according to agreed procedures.
• Investigate causes of incidents and seek resolution.
• Escalate unresolved incidents and follow up until resolution.
• Provide service recovery following incident resolution.
• Document and close resolved incidents according to agreed procedures.
• Maintain secure, accurate, complete, and current configuration on Configuration Items (CIs).
• Apply tools, techniques, and processes to track, log, and correct CI information, ensuring asset protection.
• Remotely investigate and identify root causes of incidents and assist with implementing agreed remedies and preventative measures.
• Maintain knowledge of specific specialisms and provide advice on their application.
• Ensure efficient and comprehensive incident resolution, including coordinating product requests and working with team members.
• Provide continuous feedback to clients and affected parties, updating all systems, portals, and ticketing tools as prescribed.
• Identify problems and errors prior to or when they occur.
• Log all incidents in a timely manner with the required level of detail.
• Cooperate with all stakeholders to expedite diagnosis and resolution of errors and problems.

Requirements & Tech Stack

• Entry level knowledge of vendor technologies, such as (Cisco, EMC, Dell, Avaya).
• Entry level knowledge on management agent concepts, redundancy concepts, and remote console architecture within supported technical domains.
• Entry level experience in call center routing technologies.
• Entry level experience in voice over IP technologies.
• Entry level experience in Security/firewalls.
• Entry level experience in Networking (routing, switching, distribution, core and access layers).
• Entry level experience in IT infrastructure (storage, backup, computing, server virtualization).
• Entry level experience in technical support to clients.
• Entry level experience in diagnosis and troubleshooting.
• Entry level experience providing remote support in Data Center technologies.
• Entry level experience in relevant technology.

Qualifications

• Bachelor's degree or equivalent in Information Technology or Computing or related field.
• Associate level certification in different Data Centre technologies such as Cisco, NetApp, EMC (e.g., CCNA (DC)).

Knowledge and Attributes

• Ability to communicate and work across different cultures and social groups.
• Ability to plan activities and projects well in advance and adapt to changing circumstances.
• Ability to maintain a positive outlook.
• Ability to work well in a pressurized environment.
• Ability to work hard and put in longer hours when necessary.
• Ability to apply active listening techniques.
• Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience.