Data Centre Remote Technical Support Engineer (L2)
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Job Description
Structured overview of role & requirementsAbout This Role
Provide professional remote technical support by diagnosing and resolving Data Centre incidents and problems.
Ensure all service requests and incidents meet service level agreements (SLAs) with zero missed targets.
Maintain and update support processes, documentation, configuration items, and collaborate with stakeholders for incident resolution and service improvement.
Minimum Requirements
Bachelor's degree or equivalent in IT, Computing, or related field.
Professional certifications in Data Centre technologies such as Cisco CCNP (DC), NetApp, EMC.
Moderate experience in call center routing, VoIP, security/firewalls, networking (routing, switching, distribution, core, access), and IT infrastructure (storage, backup, computing, server virtualization).
Work Experience Required: Moderate level experience in technical support, diagnosis, troubleshooting, and providing remote support in Data Centre technologies.
Ideal Candidate Profile
Experienced in remote technical support within Data Centre environments, especially with vendor technologies like Cisco, EMC, Dell, Avaya.
Capable of independently managing incidents end-to-end, including investigation, coordination of repairs, and client communication to ensure SLA adherence.
Skilled in using service assurance software, incident management tools, and maintaining accurate configuration records to protect IT assets.