Senior Support/Datacenter Technician

**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.