Senior Support/datacenter Technician

hace 2 meses

Monterrey, México Oracle A tiempo completo

**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.

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