Data Centre Remote Technical Support Engineer

Accountabilities:

• Manage Level 2 remote technical support requests, ensuring incidents and service requests are handled according to established processes, procedures and service-level agreements.
• Investigate, diagnose and resolve technical incidents using service assurance tools, monitoring platforms, technical documentation and performance data.
• Prioritize incidents appropriately, identify root causes, implement agreed remedies and preventative measures, and escalate unresolved issues to the relevant technical teams.
• Provide service recovery and ensure incidents are accurately documented, updated and closed in accordance with operational standards.
• Monitor service delivery against SLAs, maintain accurate service records and proactively identify opportunities to improve service performance.
• Perform agreed maintenance activities and use knowledge articles effectively during diagnosis and resolution, contributing updates when required.
• Maintain accurate and secure configuration information for configuration items, applying appropriate processes to protect infrastructure assets from unauthorized changes.
• Coordinate repairs, product requests and technical interventions with colleagues, vendors, carriers and other stakeholders to ensure efficient incident resolution.
• Provide clear and regular communication to clients and affected stakeholders while maintaining accurate updates across ticketing systems, portals and service management tools.
• Identify recurring problems and potential failures before or as they occur, ensuring incidents are logged with sufficient technical detail for effective investigation and follow-up.
• Apply specialist knowledge across supported data centre technologies and provide detailed technical guidance where required.

Requirements:

• Bachelor’s degree or equivalent qualification in Information Technology, Computing or a related technical discipline.
• Professional-level certifications in data centre technologies are desirable, such as Cisco, NetApp or EMC certifications, including qualifications such as CCNP Data Center or ONTAP.
• Moderate-level professional experience in technical support, remote data centre support, incident diagnosis and troubleshooting.
• Hands-on knowledge of networking technologies, including routing, switching, distribution, core and access layers, as well as security and firewall environments.
• Experience with data centre infrastructure such as storage, backup, computing, server virtualization and related technologies.
• Working knowledge of call centre routing and Voice over IP technologies is advantageous.
• Familiarity with management agent concepts, redundancy concepts and remote console architectures within supported technical domains.
• Exposure to vendor technologies such as Cisco, EMC, Dell and Avaya.
• Strong understanding of technical documentation and the ability to interpret and apply technical procedures effectively.
• Excellent analytical, logical and problem-solving abilities, with a proactive approach to identifying and resolving technical issues.
• Strong customer-service orientation, attention to detail and ability to remain organized while managing multiple incidents or priorities.
• Excellent spoken and written communication skills, with the ability to explain technical issues clearly to clients and stakeholders.
• Ability to collaborate effectively with colleagues, customers, vendors, carriers and other technical teams in a fast-paced support environment.

Benefits:

• Hybrid working arrangement based in Bangalore, India.
• Full-time opportunity within a global technology services environment.
• Exposure to enterprise-scale data centre, networking, storage, security and infrastructure technologies.
• Opportunity to develop expertise in remote technical support, incident management and complex infrastructure troubleshooting.
• Collaboration with diverse technical teams, clients, vendors and infrastructure specialists.
• Professional development opportunities through exposure to multiple technologies and technical environments.
• Inclusive workplace culture that values diversity, collaboration and continuous learning.
• Opportunity to build experience with industry-recognized data centre technologies and certifications.
• Equal opportunity environment with a commitment to fair and inclusive employment practices.