Data Centre Remote Hands Engineer - Pennsylvania, United States of America

Only for registered members Pennsylvania, United States of America

2 weeks ago

Job summary

The Data Centre Remote Field Service Engineer (L1) is an entry level engineering role operating in region and responsible for providing a professional remote technical support service to clients by identifying and resolving technical incidents and problems.

Maintains the support process and ensures that requests for support are handled according to the procedures. Uses service assurance software and tools to investigate and diagnose problems collects performance statistics creates reports working with users other staff and suppliers as appropriate. Identifies resolves problems following agreed procedures carries out agreed maintenance tasks ensures usage of knowledge articles in incident diagnosis resolution assist with updating as required performs defined tasks monitor service delivery against service level agreements maintains records relevant information analyses service records against agreed levels regularly identifies actions maintain or improve levels of service initiates reports these actions prioritises diagnoses incidents according to procedures investigates causes seeks resolution escalates unresolved incidents follows until incident resolved provides recovery after resolution documents closes resolved incidents according to procedures maintains secure accurate complete current configuration on configuration items applies tools techniques processes track log correct information related CIs protect assets components from unauthorized change diversion inappropriate use remotely investigates identifies root cause assists implementation remedies preventative measures maintains knowledge specialisms provides detailed advice re application ensures efficient comprehensive resolution including coordinating product requests working team members provides continuous feedback update all systems portals ticketing tools prescribed standard operating procedures identifies errors prior logs timely manner necessary detail necessary cooperates stakeholders client IT environments vendors carriers colleagues expedite diagnosis identify resolution

Job description

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