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  • DC Engineer Level 2 at Alfred & Victoria Associates

  • Posted on: 2 December, 2019 Deadline: 16 December, 2019
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  • Alfred & Victoria Associates is one of Nigeria’s leading ICT solution based company. Our company offers a wide range of services which are in high demand of today’s emerging market. AVA has three major arms which have been streamlined to meet our customer's needs.

    DC Engineer Level 2

     

    Department: Data Centre Technical

    Job Purpose/Description

    • DC Engineer (L2) is proactive in identifying, investigating and resolving technical incidents and problems and restoring service to clients by managing incidents to resolution.
    • Their primary objective is to ensure zero missed service level agreement conditions.
    • The DC Engineer (L2) focuses on second line support for medium complexity incidents and maintains the data centre environmental and monitoring equipment.

    Monitor infrastructure:

    • They ensure that assigned infrastructure at the client site is configured, installed, tested and operational. In this regard they will perform necessary checks, apply monitoring tools and respond to alerts.
    • Where software is a component of the solution, they will also take responsibility for ensuring that the software is installed and configured according to client requirements.

    Identify problems and errors:

    • The DC Engineer (L2) identifies problems and errors prior to or when they occur.
    • He or she will log all such incidents in a timely manner with the required level of detail with all the necessary.
    • They liaise with all stakeholders including client IT environments, vendors, carriers and Organisation colleagues to expedite diagnosis of errors and problems and to identify a resolution.

    Ensure resolution of incidents and requests:

    • They investigate second line support calls assigned to them and identify the root cause of incidents and problems.
    • They ensure the efficient and comprehensive resolution of incidents and requests.
    • This could involve ensuring that repairs are carried out by coordinating product requests and liaising with other team members.
    • They will also report and escalate issues to 3rd party vendors if necessary.
    • They take full ownership for managing the incident to resolution within the service level conditions. Where necessary, they escalate requests and exceptions to the 2nd line support team.
    • They provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by Company’s procedures.

    Incident management:

    • When required they will take responsibility receiving calls and incidents at the services desk.
    • They assist in analyzing, assigning and escalating the support calls.
    • They also provide telephonic support to clients where required.
    • They update incidents with progress and resolution details.

    Shift management:

    • DC Engineers (L2) that work shifts will be required to follow the required handover procedures for shift changes to ensure service continuity.
    • They complete and maintain any shift hand hover schedules.

    Reports:

    • The DC Engineer (L2) is also responsible for producing breach and other reports that are necessary for the correct operation of processes.
    • They identify failures and short-comings in the current processes and escalate with recommendations.

    Key Roles & Responsibilities

    • Ensure that assigned infrastructure at the client site is configured, installed, tested and operational and that software is installed and configured according to client requirements.
    • Provide data centre support to clients which includes provisioning, asset management, monitoring, implementation, troubleshooting and support for data centre operations and related infrastructure.
    • Identify problems and errors prior to or when they occur and log all such incidents in a timely manner with the required level of detail.
    • Take full ownership for managing the incident to resolution within the service level conditions.
    • Perform level 2 server and network troubleshooting, server rack mounting and cable patching / management.
    • Provide telephonic support to clients when required and update the relevant systems as per Organisation procedures.
    • Perform the necessary hand over procedures in cases where shift work is required.
    • Produce breach and other reports to identify failures and short-comings.

    Requirements
    Experience:

    • At least 4-6 years’ work experience.
    • At least 4 years’ specific work experience in a relevant field.
    • Previous datacentre, helpdesk, monitoring and level one server/network support required.

    Education:

    • Secondary School Qualification.
    • CCNA/A+/N+; MCSE or relevant qualification preferred.

    Key skills and competencies:

    • Demonstrate solution and service knowledge.
    • Possess sound knowledge of communications infrastructure and systems.
    • Demonstrate problem analysis and solution formulation skills.
    • Demonstrate learning and service orientation.
    • Demonstrate excellent attention to detail.
    • Demonstrate proactive management.
    • Demonstrate the ability to adapt to change and to think innovatively.
    • Display good verbal and written communication ability.
    • Demonstrate the ability to engage with a variety of stakeholders.
    • Possess good planning and time management ability.
    • Demonstrate the ability to cope under pressure.

    Behavioural Skills:

    • DC Engineers (L2) that are required to strictly comply with all processes and procedures as prescribed by Organisation and the client when relevant.
    • Their ability to communicate well and to capture all pertinent details when required will contribute to their success.
    • They are able to multi-task and demonstrate good client service orientation.
    • These individuals have good problem-solving skills in data centre related operations.

    Salary
    Very attractive.

    Method of Application

    Interested and qualified candidates should send their tailored CV to: apply@alfred-victoria.com using the "Job Title" as subject of the email.

    Note: Any application received after the above time will be automatically rejected.

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