Job Description

Duties and responsibilities:

• The Data Center Technician (DCT) responsibility is the maintenance of all Data Centre White Space, ensuring a 24/7 service offering within Internet Solutions Data Centers .T
• he DCT provides a service to clients to ensure that their IT infrastructure and systems remain operational through proactively identifying, investigating and resolving technical incidents and problems and to restore service to clients by managing incidents to resolution.
• Their primary objective is to ensure zero missed service level agreement conditions.
• The DC Technician (L1) focuses on first line support for standard and low complexity incidents and maintains the data center environmental and monitoring equipment.
• Provide data center support to clients which including: provisioning, asset management, monitoring, implementation, troubleshooting and support for data center operations and related infrastructure
• Set up all Data center configurations including the planning, sourcing and installing of all cabling
• Ensure that assigned infrastructure at the client site is configured, installed, tested and operational
• Install and configure software, if relevant, according to client requirements
• Perform necessary checks, apply monitoring tools and respond to alerts
• Physical and system monitoring of DC Infrastructure relating to power, cooing and DC management.
• Daily walk-through checks of facilities environment
• Understanding of DC Suite eg. IQ Suite and Struxureware
• Proactively identify problems and errors
• Log all such incidents timeously with the required level of detail
• Liaise with all stakeholders including client IT environments, vendors, carriers and company colleagues to expedite diagnosis of errors and problems and to identify a resolution
• Resolution of incidents and requests:
• Investigate first line support assigned calls and identify the root cause of incidents and problems
• Ensure efficient and comprehensive resolution of incidents and requests
• Carry out repairs by coordinating product requests and liaising with other team members
• Report and escalate issues to 3rd party vendors if necessary
• Take full ownership for managing the incident to resolution within the service level requirements
• Escalate requests and exceptions to the 2nd line support team
• Provide continuous feedback to clients and affected parties and update all systems and/or portals in line with company procedures
• Compile breach and other reports that are necessary for the correct operation of processes
• Identify failures and short-comings in the current processes and escalate with recommendations
• All Work in Progress and completion thereof in the DC Installs queues
• All Decomms and closure thereof in the DC Installs queues

Qualifications and experience:

• Technical certification CDCP
• Matric
• 3 years experience as a Data Centre Engineer
• CCNA/A+/N+; MCSE or other relevant certification advantageous