Senior Intel and CISCO UCS Operations Engineer

Job description / Role

Our client A leading IT solutions provider in the region fulfilling the IT requirements of local, regional and international organisations in the GCC. Sole distributor for IBM excluding selected IBM products and services throughout the GCC.

Exclusively working with the Cisco portfolio, it now holds the highest level of recognition in the region from Cisco, Gold Partner status, in addition to the Cisco Borderless Network Architecture Specialized Learning Partner status.

One of the largest IT solutions providers in the GCC, with more than 1000 employees and over 20 solid strategic partnerships forged with internationally recognised IT solution providers. Offering an extensive range of IT infrastructure, IT solutions and services ranging from consulting, resource deployment and integration to after-sales support.

Job Role:
- Provide technical support, escalation and troubleshooting services to the organizations customers on tickets assigned by Service Desk.
- Responsible for tracking and resolving all assigned support requests through effective decision and problem solving skills.
- Responsible for day to day operational support and provide assistance to both Service Desk and Field support teams.
- The Intel Operations Engineer is expected to provide remote support services with a high level of technical competency and independence, demonstrating experience and ability in their domains.

Responsibilities:
- Accept the ticket from CMA.
- Verify the Asset detail.
- Initiate customer contact and understand the issue.
- Adhere to customer SLA's and follow Severity call handling process.
- Efficient use of system tools during remote access.
- Manage regular communication with the customer
- Updates work log in TSRM
- Identifies issues and provides action plan for any resolution.
- Perform Root cause analysis and provide appropriate solution details in TSRM
- Initiates RMA and coordinates with warehouse admins.
- Follow handoff to field process
- Follow call closure process
- Follow quality control process
- Perform problem determination & change control process.
- Ensure that the ticket is resolved within SLA targets.
- Confirm with the customer after ticket resolution, that ticket can be resolved.
- Extend support to Intel Support TL in creating service desk processes, procedures, reports & documentations.
- Manage team work queues and assist other engineers whenever required

Knowledge Management and Documentation Responsibilities:
- Provide Knowledge Articles for Knowledge database
- Capable of review and update of the Server Architecture related to the below technologies
- Create / Update Standard operating procedure
- Document for every ticket : Problem Description , Symptoms , Findings , Workaround or Solutions and Manufacturer’s link

Requirements

Qualification and Certification:
- Engineering Graduate in Technology discipline or Post graduate in Computer Science and application
- MCSE preferred
- CISCO DCUCI certification preferred
- VCP certified preferred.

Experience / Knowledge
- At least 8 years of experience in Data centre support in Intel Hardware support, Windows & Virtualization Infrastructure.
- At least 2- 3 years’ experience in Data centre support for CISCO UCS support including CISCO UCS management and hardware defect troubleshooting.
- Working technical knowledge of current protocols, operating systems and standards.
- Able to operate effectively in a team environment with both technical and non- technical team members
- Experience in managing and supporting enterprise class datacentre environment.
- Able to operate with minimal supervision
- Able to manage time effectively, set priorities appropriately
- Able to maintain professional demeanour under stress
- Able to operate within customer standard operating procedures.
- Familiarity with IT Security and Architecture reviews
- Familiarity with handling and mitigating attacks related to viruses, and malware
- Hands-on investigation and log analysis exposure
- Well versed with ITIL V3 framework of service support.

Intel: Minimum 5-7 years’ experience supporting the below products
- Lenovo X Series servers,
- IBM/Lenovo Storage,
- IBM/Lenovo tape libraries ,
- IBM Blade Centre with SAN Switches
- Network Switch Connectivity

CISCO UCS: Minimum 2 years’ experience supporting the below technologies
Cisco UCS servers, bare metal with/without VMware.

The Cisco products that make up the Cisco UCS portfolio consist of the following:
- Cisco UCS B-Series Server.
- Cisco UCS C-Series Rack Servers.
- Cisco UCS M-Series Modular Servers
- Cisco UCS Invicta Series
- Cisco UCS Interface cards.
- Cisco UCS Fabric Extenders.
- Cisco UCS Fibre Interconnect.
- Cisco UCS Manager Software.
- Cisco UCS Director Software

Software: Minimum 5 years’ experience supporting the below technologies
- Windows (ver. 2008 onwards)
- Virtualization technologies (VMware , Hyper V)
- Cisco UCS Manager Software (Min 2 years)
- Cisco UCS Director Software (Min 2 years)
- Linux (RHCE, SUSE)

About the Company

Building businesses, changing lives

At Tandem, we’ve built a vast network of top-tier professionals across the globe. We empower businesses to thrive by delivering unmatched talent solutions. With our global reach, collaborative approach, and unwavering commitment to excellence, we drive transformative growth and shape exceptional teams.

Who we are.

We are a team of industry experts, driven by a passion for innovation and excellence. We are dedicated to providing unique talent solutions and nurturing collaborative partnerships that redefine success.