*job purpose*
*experience*
- minimum +5 years working in it environments;
- *minimum + 5 years of experience / knowledge / linux*:
- *desirable +4 years of experience in data centers.*:
- desirable +2 year of experience in handling and implementing structured copper/fiber cabling and connectivity testing.
- desirable experience or basic knowledge in electrical and/or cooling systems concepts within the data center.
- understanding of datacenter and it hardware concepts.
- networking fundamentals (dns, tcp/ip, routing, etc.).
- experience handling reactive or mission-critical cases in post-sale support and production environments.
- *requires proficiency in english.
*authority and decision making
- largely execute their role within policies and procedures.
- the position's duties are varied and complex, utilizing independent judgment.
- may have the leading role in projects.as an individual leader and team member, provide direction and guidance to others.
basic education:
professional in systems engineering, electronics, and electrical; bachelor degree in computer science, information systems, or equivalent work experience.
desirable certifications
- cdctp ® - certified data center technician professional.cnit ® - certified network infrastructure technician.
career level - ic3
*responsibilities*:
- provide post-sale technical support on-site to carry out reactive and proactive tasks.
- perform installation services for new equipment as required.
- serve as a field engineer for the global support group or oci, diagnosing and resolving data center hardware and network infrastructure issues using oracle's diagnostic tools.
- record work performed in internal systems. Document and progress assigned tasks through their various states in the ticket management system.
- complete and have the customer service report signed when applicable.
- installation or dismantling of racks, including data center equipment stacks, such as servers, network devices, wiring infrastructure, monitoring systems, powering up, and handing over servers to internal provisioning teams.
- monitor data center environments using tools or "walk-through" routines among racks.
- dismantle data center hardware.
- work in a team to support 24x7 operations.
- provide training and mentoring for new engineers.
- assist with onboarding new technicians in clarifying technical doubts and the process of using tools.
- assist in monitoring customer satisfaction management related to on-site support.
- collaborate with the telephone or remote support group to resolve faults customers report.
- monitor and respond in a ticket issuance environment used and monitored by multiple teams and internal service owners of oracle oci.
- attend to field tasks assigned by the engineers of the global support center or oci, according to the shift schedule established for the area.
- maintain the inventory process, request spare parts, and return defective parts as needed.
- efficiently implement structured cabling tasks, labeling, and troubleshooting of fiber/copper/telecommunications cables.
- capable of following a standard technical operating procedure (sop/mop).
- support on-call activities at the oci data center when applicable.
- assist management, as required, to monitor and resolve issues related to specific customer satisfaction.
- provide a high level of customer satisfaction through the effective delivery of service and technical support programs.
- capable of identifying and solving a wide range of problems.
- ensure that their process generates and provides the expected outputs.
- always focused on meeting customer requirements and needs.
- generate corrective actions when necessary.
- address risks and opportunities when necessary and generate appropriate actions.
- they should be able to complete small projects independently and work with their manager on planning and completing larger local projects.