Job Description:
Act as the technical interface with customers in regards to any inquiries concerned with implementations.
Support, monitor, or shadow engineer’s corrective maintenance visits ensuring it's taken efficiently and timely meeting client satisfaction.
Lead/Support DataCenter engineers with installation activities, providing them guidance and ensuring that the implementation is up to the required standards and in accordance with the set milestones.
Remotely / On-site supporting our customers based on the need and customer location.
Investigate and identify the root cause of incidents.
Escalate customer satisfaction problems to the Team Leader and Technical project manager if necessary.
Provide third-level support to the technical DataCenter engineers.
Prepare and submits weekly and monthly progress report to the DataCenter team leader to clarify the current status and progress of the assigned task.
Participate/Shadow in project planning for all the technical aspects related to the team.
Handle customer's UATs.
Handle and manage downtime activities and their procedures.
Provide technical training to new staff and measure their capabilities.
Responsible for personal and engineers’ development to meet business requirements.
Prepare, compile and review the Project Technical Documentations with the details of the installation for the as-built DOCs and submit it to the team leader.
Supervise the enrichment of the knowledge base system.
Job Requirements:
Technical Skills:
In-depth understanding of DataCenter technologies including networking, storage, computing, and virtualization.
Good Experience with Linux administration.
Good experience with VMware vSphere.
Good experience with IBM storage is a huge plus.
Hardware implementation experience is a must.
Hardware problems troubleshooting experience is a must.
Certifications in the above topics are preferred.
Education:
BSc of Engineering with a specialization in Communications.
or
BSc of Computer Science.
Personal Skills:
Excellent communication, interpersonal, and negotiation skills.
Excellent analytical & problem-solving skills.
Excellent command of English.
Good presentation and documentation skills.
Good interpersonal and analytical skills.
A person having strong oral & written communication skills who is expected to communicate with primary customers and other stakeholders (app teams, operations team) on a daily basis.