Responsibilities
Responsible for effective delivery of hardware technical support and installations. This includes break-fix tasks, including hardware, network, cabling and rack deployments, site planning, problem escalation and managing installations in an Oracle Cloud Infrastructure (OCI) datacenter. Prioritize ticketing queues, resolving escalations, and clearing blocking issues to enable continued delivery of technician activities in accordance with internal policies and service level agreements. Provide 24x7 site coverage for Oracle OCI datacenter sites.
About the candidate
Bachelor of Science degree in Computer Science, Information Systems or equivalent work experience
Experience in IT infrastructure support and server administration in a mid-sized environment (200 - 1000+ server systems)
Experience with data center mechanical and electrical (M&E) equipment
Demonstrated examples of a drive to dig into the details of a system or process to solve customer problems
Experience working in a mission critical operations environment
The position involves on-call duties which means you should have a driving license and be able to reach the data center site within approximately 60 minutes and may require working in cramped spaces or elevated locations
Ability to speak confidently and communicate clearly in a virtual environment
Strong adherence to processes and be a process champion
Good communication skills (oral and written) and ability to interact professionally with a diverse group of customers and staff
Experience providing client-facing, direct customer support and service
Ability to work productively in remote cross-functional teams or resourcefully and independently as an individual
Highly service-oriented, reliable, responsible, self-motivated
Good command of English
Required data center experience
Basic knowledge of data center design, including electrical and cooling plant and operation thereof
Basic knowledge of airflow management (hot aisle, cold aisle, containment etc.)
Rack and stack equipment including commissioning of new racks
Strong structured cabling skills on fiber and copper (e.g. looming, termination and testing)
Required systems and hardware expertise
Systems administration (Linux and/or Windows Servers)
Hardware repair, diagnosis and break/fix
Networking fundamentals (DNS, TCP/IP, basic troubleshooting)
IT hardware concepts (RAID, SAN, x86 architecture, SCSI, FC, ethernet, iLO)
Base operating system installs and configuration
Core OS services: SSH, Telnet, RDP, FTP, NFS, DNS, DHCP etc.
Role responsibilities and requirements
Act as hardware support expert, liaison with other technical teams and non-technical teams (e.g. networking, compute, compliance, business operations)
Understand internal customer problems and provide technical solutions in a timely manner
Participate in the installation, monitoring, maintenance, support, and optimization of all production server hardware
System board level repair and fault diagnosis to service level agreements
Planning and commissioning new rack positions
Involvement with the design and commissioning of new whitespaces
Structured cabling installation is a significant part of this position
Keep up with the latest technologies and apply them appropriately
Adherence to defined health and safety processes at all times
Working as part of a multi-disciplinary team without friction
Additional on-premise work at customer locations may be required
Required skills
Customer service
Good communication skills
IT infrastructure
Linux server
Hardware technical support
Troubleshooting
