Functieomschrijving The Data Center Technician (DCT) responsibility is the maintenance of all Data Centre Facilities and management of 3rd party vendors 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.
Performance Objectives 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 Dimension Data colleagues to expedite diagnosis of errors and problems and to identify a resolution 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 IS /Dimension Data 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 Requirements Qualifications Matric Technical certification CDCP CCNA/A+/N+; MCSE or other relevant certification advantageous Experience 3 years' experience as a Data Centre Engineer Technical Competencies Basic routing and switching Basic knowledge on ITaaS Intermediate knowledge on hardware and software Incl CDCP, CDCS, CDCE, CDFOM Struxureware, IQ Suite Behavioral Competencies Applying Expertise and Technology Following Instructions and Procedures Adhering to Principles and values Delivering Results and Meeting Customer Expectations Planning and Organizing Coping with Pressures and Setbacks Achieving Personal Work Goals and Objectives Specific DC Training Knowledge and understanding of Access control and DCIM tools Working with people Relating and Networking Analyzing Deciding and Initiating Action Adapting and Responding to Change Mechanical, Electrical and cooling understanding