Provides a professional remote technical support service to clients by identifying and resolving technical incidents and problems
Restores service to clients by driving incidents to an effective resolution
Ensures that requests for support are handled according to the procedures
Investigates and diagnoses problems using service assurance software and tools
Identifies and resolves problems following agreed procedures
Carries out agreed maintenance tasks and maintains records of relevant information
Prioritises and diagnoses incidents according to agreed procedures
Escalates unresolved incidents and follows up until incident is resolved
Provides service recovery, following resolution of incidents
Maintains accurate, complete, and current configuration on configuration items (CIs)

Bachelor's degree or equivalent in Information Technology or Computing or related field
Associate level certification in different Data Centre technologies such as Cisco, NetApp, EMC
Ex: CCNA (DC) etc.
Entry level experience in call center routing technologies, voice over IP technologies, Security/firewalls, Networking (routing, switching, distribution, core and access layers) and IT infrastructure (storage, backup, computing, server virtualization and etc.)
Entry level experience in technical support to clients
Entry level experience in diagnosis and troubleshooting
Entry level experience providing remote support in Data Center technologies
Entry level experience in relevant technology.

Data Centre Field Service Engineer, L1

Key skills