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Job Description
Structured overview of role & requirementsAbout This Role
Provide remote technical support for Data Centre clients, focusing on incident identification, diagnosis, and resolution to maintain zero SLA misses.
Use service assurance tools to analyze problems, generate reports, and monitor service delivery against SLAs, initiating actions to improve service levels.
Maintain accurate configuration records, escalate unresolved issues, and coordinate repairs to ensure continuous service recovery and root cause elimination.
Minimum Requirements
Bachelor's degree or equivalent in IT, Computing, or related field.
Professional certification in Data Centre technologies (e.g., CCNP DC, ONTApp, EMC).
Moderate experience in call center routing, VoIP, Security/Firewalls, Networking (routing, switching, core/access layers), and IT infrastructure (storage, backup, virtualization).
Moderate experience in client technical support, diagnosis, troubleshooting, and providing remote support for Data Centre technologies.
Ideal Candidate Profile
Experienced in technical support environments involving complex Data Centre technologies and vendor products like Cisco, EMC, Dell, Avaya.
Proficient operating in structured incident management and SLA-driven service assurance processes with attention to detail.
Comfortable coordinating with multiple stakeholders including clients, vendors, and internal teams to resolve technical incidents and maintain service quality.