Field Support Specialist 3

Responsible for effective delivery of technical support and installations. This will include break-fix tasks, includes hardware, network, cabling and rack deployments, site planning, problem escalation and managing installations in an Oracle Cloud Infrastructure (OCI) datacenter. Prioritize ticketing queues, resolving escalations, and clearing blocking issues to enable continued delivery of technician activities in accordance with internal polices and service level agreements. Provide 24x7 site coverage for Oracle OCI datacenter sites.

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• About the candidate:
  Bachelor of Science degree in Computer Science, Information Systems OR equivalent work experience
  Experience in IT Infrastructure support and server administration in a mid-sized environment (200 - 1000+ server systems)
  Experience with data center M&E equipment
  Demonstrated examples of a drive to dig into the details of a system or process to solve customer problems
  Experience working in a mission critical operations environment
  The position involves on-call which means you should have a driving license and be able to reach out to the Data Center site within 60 mins approximately and may require working in cramped spaces or elevated locations.
  Ability to speak confidently and to communicate clearly in a virtual environment
  Strong adherence to processes and be a Process Champion
  Good communication skills (oral & written) and ability to interact professionally with a diverse group of customers and staff
  Experience providing client-facing, direct customer support and service.
  Ability to work productively in remote cross-functional teams or resourcefully and independently as an individual
  Highly service-oriented, reliable, responsible, self-motivated
  Good English command /li>

br> Required Data Center experience:

br>Basic knowledge of data center design, including electrical and cooling plant & operation thereof
Basic knowledge of airflow management (hot aisle, cold aisle, containment etc.)
Rack, stack equipment including commissioning of new racks
Strong structured cabling skills on fiber & copper (e.g. looming, term & test)

br> Required systems & hardware expertise: br>Systems administration (Linux and/or Windows Servers)
Hardware repair, diagnosis & break / fix
Networking fundamentals (DNS, TCP/IP, basic troubleshooting)
IT Hardware Concepts (RAID, SAN, x86 architecture, SCSI, FC, ethernet, iLO)
Base Operating System Installs and configuration
Core OS Services: SSH, Telnet, RDP, FTP, NFS, DNS, DHCP etc.
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• Role Responsibilities and Requirements:

br>Act HW as support expert liaison to other technical teams & non-technical teams (e.g. networking, compute, compliance, business operations)
Understand internal customer problem and provide technical solution in timely manner
Participate in the installation, monitoring, maintenance, support, and optimization of all production server hardware
System board level repair and fault diagnosis to SLAs
Planning and commissioning new rack positions
Involvement with the design and commissioning of new whitespaces
Structured cabling installation is a significant part of this position
Keep up with the latest technologies and apply them appropriately
Adherence to defined Health & Safety processes at all times
Working as part of a multi-disciplinary team without friction
Additional on premise work at customer locations maybe required

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• Required Skills

Customer Service, Good Communication Skills, IT infrastructure, Linux Server, Hardware Technical Support, Troubleshooting