Data Center First Line Support Engineer at Vennote Technologies Limited

Job Summary

• Are you a technically sharp, hands-on professional with a passion for ensuring the integrity and maximum uptime of critical infrastructure? Do you thrive in a high-availability data center environment where precision and rapid response are paramount?
• Vennote Technologies is looking for a Monitoring & Data Center First Line Support Engineer to serve as the front line technical support within our key telecommunications partner’s high-density data centersThis role is crucial for ensuring the stability of telecom services by monitoring critical infrastructure, performing hands-on hardware installations and troubleshooting, and driving the rapid resolution of facility and equipment incidents in line with strict Service Level Agreements (SLAs).
• This is a full-time, shift-based role that requires daily presence in the IT Command center office location.

Key Responsibilities

• Monitoring and Incident Management (First Line)
• Application and Service Monitoring: Monitor data center applications and services and report or take initial corrective action on alarms or anomalies.
• Incident Logging: Act as the first responder for event alerts or alarms, logging detailed descriptions of issues into the IT Service Management (ITSM) tool (e.g., ServiceNow).
• Initial Troubleshooting: Perform basic diagnostic steps on failing hardware (e.g., checking LED status, reseating components, performing reboots as instructed).
• Escalation: Timely and clearly escalate complex incidents or problems that require deeper technical expertise to the 2nd Line/Application support/Network/Systems Engineers following defined ITIL processes and Service Level Agreements (SLAs).
• Documentation: Maintain and update operational procedures (SOPs), knowledge base articles, and physical layout documentation (cabling maps, rack elevations).

Requirements & Qualifications

• A Bachelor’s Degree or HND in Computer Science, Information Technology, Electrical Engineering, or a related field.
• 2-4+ years of experience working in a NOC, SOC or Data center
• Previous experience working in a Telecommunications company, or a large enterprise environment is highly desirable.
• Certifications are a major plus:
• ITIL v4 Foundation.
• CompTIA A+, Microsoft Certified Professional (MCP), or equivalent.

Technical Skills

• Proven proficiency in Troubleshooting and Technical Support.
• Expertise in Windows 11 operating systems in an enterprise environment.
• Working knowledge of an enterprise environment
• Familiarity with IT Service Management (ITSM) tools (e.gServiceNow) for logging and tracking tickets.
• Basic understanding of TCP/IP networking, DHCP, DNS, and connectivity troubleshooting.
• Experience with user administration in Active Directory.

Soft Skills

• Attention to details
• Exceptional Communication and Customer Service skills (both verbal and written).
• Strong problem-solving and analytical abilities with a systematic approach.
• Ability to work effectively under pressure and prioritize tasks in a fast-paced environment.
• A proactive attitude and ability to work independently and as part of a team.