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Tier-1 employer, remote/hybrid, and common infrastructure support title increases candidate competition.
Specialized data-centre, networking, and storage skills moderately limit cross-industry transferability.
Mandatory domain certifications and technical support experience make shortlisting relatively strict.
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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.
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.
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.