Senior Associate End User Technology Engineer at Equinix Nigeria

Job Summary

• Entry to mid level experience as an End User Technology Services professional with experience in applications, systems and hardware.

Responsibilities

Data Center/Office Expansion Support

• Executes against documented plan
• Orders and installs new equipment
• Resolves issues and/or escalates issues to manager or Data Center construction/project manager
• Travels to sites, as necessary

System Audits

• Audit remediation, per instructions
• Escalates issues for resolution with vendor

End User Support (outside of Tickets, often individual)

• Ad hoc, real-time, EA and employee support to troubleshoot a wide range of issues including but not limited to, hardware and software issues

Software Installations, Packaging and Deployment

• Responsible for single or individual package deployment and software installations, confirming successful deployment/installation with user
• Partners with Sr Staff to test pre-mass deployment software packages, identifying issues and escalating up to Sr Staff

Ticket Triage and Resolution (event, incident, request)

• Tier 2 ticket triage
• Resolves majority of more complex issues and requests within Tier 2 scope (per list of pre-defined work categories), escalating as necessary
• Responsible for following equipment legal hold procedures
• Meets or exceeds 90%+ SLA compliance for ALL user requests
• Meets or exceeds 90%+ customer satisfaction for ALL user requests or issues

Application Administration
Internal GTS Staff Training

• Responsible for training more junior Associates
• Hardware Deployment, Installation and Certification
• Responsible for PC and Mac imaging, installation of desktop monitors, phone and docking station, and/or other peripherals

Qualifications

• 2-4 years' relevant experience
• BSC/BEng/HND in Related field
• A+ and MCDST certification preferred