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 .The 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 infrastructureSet up all Data center configurations including the planning, sourcing and installing of all cablingEnsure that assigned infrastructure at the client site is configured, installed, tested and operationalInstall and configure software, if relevant, according to client requirementsPerform necessary checks, apply monitoring tools and respond to alertsPhysical and system monitoring of DC Infrastructure relating to power, cooing and DC management.Daily walk-through checks of facilities environmentUnderstanding of DC Suite eg.
IQ Suite and StruxurewareProactively identify problems and errorsLog all such incidents timeously with the required level of detailLiaise with all stakeholders including client IT environments, vendors, carriers and company colleagues to expedite diagnosis of errors and problems and to identify a resolutionResolution of incidents and requests:Investigate first line support assigned calls and identify the root cause of incidents and problemsEnsure efficient and comprehensive resolution of incidents and requestsCarry out repairs by coordinating product requests and liaising with other team membersReport and escalate issues to 3rd party vendors if necessaryTake full ownership for managing the incident to resolution within the service level requirementsEscalate requests and exceptions to the 2nd line support teamProvide continuous feedback to clients and affected parties and update all systems and/or portals in line with company proceduresCompile breach and other reports that are necessary for the correct operation of processesIdentify failures and short-comings in the current processes and escalate with recommendationsAll Work in Progress and completion thereof in the DC Installs queuesAll Decomms and closure thereof in the DC Installs queuesQualifications and experience:Technical certification CDCPMatric3 years experience as a Data Centre EngineerCCNA/A+/N+; MCSE or other relevant certification advantageous
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