Field Services Technician

Job Description

Job Overview: 

The role will be involved in support of highly critical production environment and will be engaged in ensuring uninterrupted Data Centre services.

• Implement recommend changes/improvements to the process and infrastructure design.
• Strong technical aptitude and ability to research and solve complex issues independently.
• Ability to participate and contribute during crisis times, assist team members/leads/ customer/ HCL Senior management, as needed.
• Show adaptability and flexibility in work to suit business requirements.
• Working with the Service Architect - identify, assess, and plan the level and nature of expertise and resources required to deliver cost effective maintenance and support to infrastructure.
• Providing emergency intervention in ITIL lifecycle processes Incident and Problem management to provide 2nd level support in response to Major Incidents.
• Resolve moderate to complex (P1, P2 and P3) incidents and problems effectively and in a timely manner.
• Providing 24X7 production support and available for escalations.
• performing root cause analysis and long-term fixes.
• Responsible for implementation of medium to complex components of a project module, change request.
• Work in a cross -cultural team and communicate effectively. 

Main Responsibilities:

• Responsible for managing all aspects of Data Center facilities
• Provide 24x7x365 monitoring of Data Center facilities and enable access to authorized personnel into the Data Center
• Manage the utilization of Data Center facilities, including space, power, and cooling infrastructure to ensure the Normal Operations of all Managed Compute Devices
• Ethernet/Fiber Cable Swapping or checking the Cable connectivity
• Unpack, unbox, and inspect the equipment for physical damages before installation and make necessary arrangements for return for damage equipment’s.
• Manage all Data Center Cabling and perform all Cabling in accordance with industry standard best practices
• Manage the utilization of environmental equipment (including Data Center UPS, power systems and backup generators), perform all systems preventive maintenance
• Perform Data Center space, power and cooling Capacity planning and forecasting
• Responsible for the physical security of all Data Center facility and equipment
• Maintain contact details of all stakeholders of Data Center and establish a method of communication to maintain uninterrupted services.
• Checking power status at site / device
• Looking at the LEDs to identify any alarms
• Escorting vendor during site visit
• Hard reboot for the devices
• Shipping / receiving any part/hardware
• Racking / de-racking equipment or Decommissioning of any hardware
• Configuring Network Card, KVM or DRAC / RIB /ILO
• Hardware Trouble shooting, upgrades or replacements
• Insert Storage or backup media on Physical Server/Devices
• Monitor all the facilities (Building Management Systems, UPS, Generator, Batteries, Access control, Fire
• Protection Systems and Environmental
• Provide smart hands support for other telecommunications infrastructure such as
  • Coordinate with cabling contractor
  • WiFi and BLE systems
  • Microwave systems installation, maintenance, troubleshooting and repair. 
  • Radio systems (HF, VHF, UHF, 2-way, radar, …) installation, maintenance, troubleshooting and repair. 
  • Cellular-based systems such as public and private 4G LTE, 5G, NB-IIoT, LTE-M
  • lpWAN (low-power WAN) systems such as LoRaWAN
  • Specialty Telecoms systems such as CCTV, PAGA, Intercom, Fire/Intruder Alarm, systems installation, maintenance, troubleshooting and repair.

Desired Skills and Experience:

• Core competencies, knowledge, and experience:
• Experienced in maintaining large scale Enterprise Data Center environment.
• In-depth understanding of current technologies
• Experience of working within a Service environment and technical teams of IT experts
• Experience of working on ITIL ticketing systems (Service Now), understand ITIL framework
• Experience in representation in Change Advisory Board (CAB) meetings
• Experience of being able to highlight issues and solutions
• Strong verbal/written communication skills
• 5+ years of experience
• Ability to work in a highly dynamic and complex environments
• Exposure to disaster and recovery practices

Behavioral Skills:

• Strong interpersonal skills and ability to translate IT technical language into everyday terms which users can understand, specifically non-technical senior management
• Ability to interact with customers to ensure that the service is flexible, efficient, and responsive
• To work through issues analytically to a successful conclusion
• Demonstrable results in a business customer facing role, with a track record of delivering services to defined service levels.
• Experience of working with multi-discipline teams in distributed locations.
• Experience of working in an Operational environment alongside other technical and operational teams, ensuring that all parties collaborate effectively to deliver services.
• Use of ITIL service management framework to deliver best practice
• Proven ability to deliver improvements that deliver greater value to the customer and business through more efficient delivery and/or lower costs.
• Self-motivated. Ability to learn new technologies on own.
• Strong technical aptitude and ability to research and solve complex issues independently
• Ability to work as part of a team.
• Ability to participate and contribute during crisis times, assist team members/leads, as needed
• Show adaptability and flexibility in work to suit business requirements. Be flexible with respect to work requirements and timings of shifts based on business requirements.
• Demonstrate ownership and responsibility in all assignments Build and nurture positive working relationship with customers with the intention to exceed their expectations. s.