Functieomschrijving The Service Delivery Field Support Engineer (L2) is responsible for providing a professional first-line remote and onsite technical support and field engineering service to clients by proactively identifying and resolving technical incidents and problems. Through preemptive service incident and resolution activities, this role will restore service to clients by managing incidents and seeing them through to an effective resolution. Their primary objective is to ensure all requests, process events and resolution incidents result in zero missed SLA conditions.
The role is responsible for managing standard and low complexity incidents, conducting routine, repetitive tasks whilst using readily available information and following standard practices and procedures.
Radford reference:
Provides highly visible customer support through the performance of on-site installation, as well as overseeing any necessary diagnoses, troubleshooting, service, and repair of complex equipment and systems. Checks out and approves operational quality of system equipment. Instructs customers in the operation and maintenance of the system. Serves as company liaison with customer on administrative and technical matters for assigned projects. Interprets customers’ needs and clarifies if the responsibility for problem resolution falls to sales personnel, customer support reps, or engineers. This job may include any aspect of field support, and is not limited to system hardware and software, PCs, and networking/wireless networking. Survey Tip: This job provides customer support. If employee is primarily responsible for applications/systems engineering, match to the appropriate applications/systems engineering position in the Global Sales Survey.
Job Description Key Roles and Responsibilities: ● Ensure that the assigned infrastructure at the client site is configured, installed, tested and operational
● Ensure that any software that is part of the solution is installed and configured according to client requirements
● Proactively identify problems and errors as they occur and log such incidents in a timely manner with the required level of detail
● Liaise with all stakeholders including client IT environments and colleagues to expediate diagnosis of errors and problems and to identify a resolution
● Investigate first line support calls assigned and identify the root cause of incidents and problems following knowledge articles
● Respond to and diagnose all alerts, escalate to L2 Field Engineer when unable to resolve within the stipulated time
● Ensure incidents are updated with progress and resolution details in a timely manner using the required platform
● Ensure the efficient and comprehensive resolution of incidents and requests
● Apply tools, techniques and processes to track, log, report on and correct configuration items, components and changes
● Investigate problems in systems, processes and services and assists with the implementation of agreed remedies and
onsite technical support to clients and onsite technical support to clients
● Provide first line field engineering services to clients
● Report and escalate issues to 3rd party vendors if necessary
● Follow the required handover procedures for shift changes to ensure service continuity
● Standby essential as per rotational schedule and will include after-hour work
● Provide first preventative measures
Knowledge, Skills and Attributes: ● Excellent communicate skills, both verbal and written
● Ability to plan activities and projects well in advance and consider possible changing circumstances.
● maintain a positive outlook at work.
● work well in a pressurized environment and take ownership and see them through.
● work hard and put in longer hours when it is necessary.
● apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting.
● adapt to changing circumstances.
● client centric on all interactions, understanding their requirements and creating a positive client experience throughout the total client journey.
● Up skill and maintain certifications and relevant exams.
● Available for Rotational standby and after-hour work
● Aptitude to learn fast, eager learner and achieve training goals set for this position.
● Long term commitment.
Requirements Academic Qualifications and Certifications: Essential Requirements ● Working knowledge on Microsoft server OS
● Certified VMware VCP 6.5 / 6.7 / 7.0
● Proficient in Linux OS Command line for troubleshooting
● Working knowledge on Backup and Recovery technologies (Veeam, Veritas
● Certified and Minimum 3 Years’ Experience in Hardware Break fix on HPE ML/DL/BL platforms
● Minimum 3 Years’ Experience on Cisco MDS Fabric switching
● Minimum 3 Years’ Experience on Brocade MDS Fabric switching
● Minimum 3 Years’ Experience in Hardware Break fix on Dell PowerEdge/Data Domain/VNX/VNXe/Unity
● Minimum 3 Years’ Experience in implementation and configuration of HPE and Dell EMC systems.
● Solid understanding of SAN Fabrics
Additional Requirements but not essential ● Certifications on any of the listed technologies above will be an advantage
● Working Experience on Nutanix HCI platform, HPE Simplivity, HPE 3Par
● Understand Cisco Network principles troubleshooting VMware environments.
● Experience working in large Data Centre environments
