DC ENGINEER LEVEL 2

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Department: Data Centre Technical

Job Purpose/Description

• DC Engineer (L2) is proactive in identifying, investigating and resolving technical incidents and problems and restoring service to clients by managing incidents to resolution.
• Their primary objective is to ensure zero missed service level agreement conditions.
• The DC Engineer (L2) focuses on second line support for medium complexity incidents and maintains the data centre environmental and monitoring equipment.

Monitor infrastructure:

• They ensure that assigned infrastructure at the client site is configured, installed, tested and operational. In this regard they will perform necessary checks, apply monitoring tools and respond to alerts.
• Where software is a component of the solution, they will also take responsibility for ensuring that the software is installed and configured according to client requirements.

Identify problems and errors:

• The DC Engineer (L2) identifies problems and errors prior to or when they occur.
• He or she will log all such incidents in a timely manner with the required level of detail with all the necessary.
• They liaise with all stakeholders including client IT environments, vendors, carriers and Organisation colleagues to expedite diagnosis of errors and problems and to identify a resolution.

Ensure resolution of incidents and requests:

• They investigate second line support calls assigned to them and identify the root cause of incidents and problems.
• They ensure the efficient and comprehensive resolution of incidents and requests.
• This could involve ensuring that repairs are carried out by coordinating product requests and liaising with other team members.
• They will also report and escalate issues to 3rd party vendors if necessary.
• They take full ownership for managing the incident to resolution within the service level conditions. Where necessary, they escalate requests and exceptions to the 2nd line support team.
• They provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by Company’s procedures.

Incident management:

• When required they will take responsibility receiving calls and incidents at the services desk.
• They assist in analyzing, assigning and escalating the support calls.
• They also provide telephonic support to clients where required.
• They update incidents with progress and resolution details.

Shift management:

• DC Engineers (L2) that work shifts will be required to follow the required handover procedures for shift changes to ensure service continuity.
• They complete and maintain any shift hand hover schedules.

Reports:

• The DC Engineer (L2) is also responsible for producing breach and other reports that are necessary for the correct operation of processes.
• They identify failures and short-comings in the current processes and escalate with recommendations.

Key Roles & Responsibilities

• Ensure that assigned infrastructure at the client site is configured, installed, tested and operational and that software is installed and configured according to client requirements.
• Provide data centre support to clients which includes provisioning, asset management, monitoring, implementation, troubleshooting and support for data centre operations and related infrastructure.
• Identify problems and errors prior to or when they occur and log all such incidents in a timely manner with the required level of detail.
• Take full ownership for managing the incident to resolution within the service level conditions.
• Perform level 2 server and network troubleshooting, server rack mounting and cable patching / management.
• Provide telephonic support to clients when required and update the relevant systems as per Organisation procedures.
• Perform the necessary hand over procedures in cases where shift work is required.
• Produce breach and other reports to identify failures and short-comings.

Requirements
Experience:

• At least 4-6 years’ work experience.
• At least 4 years’ specific work experience in a relevant field.
• Previous datacentre, helpdesk, monitoring and level one server/network support required.

Education:

• Secondary School Qualification.
• CCNA/A+/N+; MCSE or relevant qualification preferred.

Key skills and competencies:

• Demonstrate solution and service knowledge.
• Possess sound knowledge of communications infrastructure and systems.
• Demonstrate problem analysis and solution formulation skills.
• Demonstrate learning and service orientation.
• Demonstrate excellent attention to detail.
• Demonstrate proactive management.
• Demonstrate the ability to adapt to change and to think innovatively.
• Display good verbal and written communication ability.
• Demonstrate the ability to engage with a variety of stakeholders.
• Possess good planning and time management ability.
• Demonstrate the ability to cope under pressure.

Behavioural Skills:

• DC Engineers (L2) that are required to strictly comply with all processes and procedures as prescribed by Organisation and the client when relevant.
• Their ability to communicate well and to capture all pertinent details when required will contribute to their success.
• They are able to multi-task and demonstrate good client service orientation.
• These individuals have good problem-solving skills in data centre related operations.

Salary
Very attractive.