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.