DC Engineer (Level 2) at Alfred & Victoria Associates
Alfred & Victoria Associates
Lagos
2d ago
source : BetaJob

Job Details

Job Title : DC Engineer Level 2

Location : Lagos

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.
  • 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.
  • Very attractive.

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