The Cross Technology Service Delivery Field Support Engineer (L2) is a developing engineering role, responsible for providing a professional second-line remote and/or onsite technical support and field engineering service to clients by proactively identifying and resolving technical incidents and problems.
Through pre-emptive service incident and resolution activities, this role restores service to clients by managing incidents and seeing them through to an effective resolution.
The primary objective of this role is to ensure all requests, process events and resolution incidents result in zero missed Service Level Agreement (SLA) conditions.
The Cross Technology Service Delivery Field Support Engineer (L2) is responsible for managing standard and low complexity incidents, conducting routine, repetitive tasks whilst using readily available information and following standard practices and procedures.
Academic Qualifications and Certifications:
- Bachelor's degree or equivalent in Information Technology or Computing or related field.
- Professional level certification in different Data Centre technologies such as Cisco, NetApp, EMC- Ex: CCNP (DC), ONTApp etc.
- Professional level certification in different Networking technologies such as Cisco, Juniper, Aruba, F5, CCNP, JNCIP, ACMP etc.
Required Experience:
- Basic understanding of Network routing and switching.
- Moderate level experience in Data Center technologies such as Cisco UCS server platform (B-series, E series blade servers, C-series rack servers), UCS Fabric Interconnects/ UCS Manager
- Moderate level experience in technical support to clients.
- Moderate level experience in diagnosis and troubleshooting.
- Moderate level experience providing remote support in Data Center and Storage technologies.
- Moderate level experience in relevant technology (VMware vCenter Server and ESXI, Netapp AFF / FAS, Dell Poweredge, HP Proliant, Microsoft Windows Server, RHEL / Ubuntu Linux)
