Datacentre Support Engineer

Primary Role

Provide onsite support to the Datacentres in Dublin on a call out rota covering 24/7

Monitor and Respond to ALL trouble tickets and work orders generated by the Ticket System within specified SLA times. P0 - 10 hours, P1 - 44 hours, P2 - 96 hours.

• • For P1 and P2 ticket priority, Time to Work Completion is measured using
    • (1) Calendar Days if the ticket type is Repair,
    • (2) Business Days if the ticket type is Maintenance.

Respond to call out within 15 mins of initial call and arrive on site within time agreed.

Carry out 1st line maintenance of network elements as required / instructed.

Assist with network integration and configuration activities as required.

Carry out and / or assist with all installations of network equipment as necessary.

Liaise with 3rd party vendors / operators.

Ensure relevant issues are communicated to the point of contact as necessary.

Follow Site Access and/or Permit to Work requests according to local procedure.

Ensure Tools and Test Equipment is always functional and available.

General Scope of Work

IT infrastructure maintenance (Break-fix) scope

Hardware Operations and Maintenance

Visually inspecting devices to assess equip status - Servers, Storage, Routers, Switches

Rebooting routers, switches, servers, or other equipment

Re-seating or replacing components: line card, cables, servers, routers, switches, etc.

Providing planned maintenance or circuit migration support

Swapping removable storage media

Dispatching equipment for repair and Coordination - RMA

SSD / HDD Destroyer operation: SSD / HDD destruction

Labelling / inventory equipment plus digital picture and serial number recording

RMA Handling

Optical Fibre Link Testing & Troubleshooting

Required Skills and Knowledge

The personnel responsible for the execution of the WO (Work Order) must have at minimum the following qualifications:

Must be able to interpret and follow detailed method of procedures (MOPS) and engineering documents / diagrams.

Must be able to review project specifications to validate equipment placement, cable assignments and determine cable lengths then document results in proprietary databases.

Must be able to handle, install and troubleshoot cooper, Ethernet and fibre cables and connectors, structured cable, fan-outs, single mode, multi-mode, RJ45, MTP/MPO, and LC.

Familiar with different types of fibre connectors (LC, SC & MPO/MPT etc) and fibre cables (Single Mode/Multi Mode, Bundle Fiber and MPO-MPO / LC-LC / LC-SC fibre patch cords).

The ability to use basic fibre testing tools including but not limited to Optical power meter, Optical laser source, Visual fault locator (VFL), OTDR and Fiberscope.

Analyse and resolve network issues associated with equipment installations / removals.

Perform hardware troubleshooting and replacement procedures with assistance from control centres and / or back-office engineers.

Min 3 year of experience working as a technician in data centre operations or equivalent including customer service, interacting directly with customers.

Min 3 year of experience with layers 1 & 2 troubleshooting; including hardware power connectivity, fibre cable, fibre optics, and ethernet connection, configuration repairs, software installation, and hardware repair.

Min 3 year of experience with networking protocols / technologies (TCP/IP, Ethernet, L2/L3)

Min 3 year of experience in working with power feeds - including redundancy, hot / cold aisles, rack builds / installations, networking hardware), and associated troubleshooting

Min 3 year of experience of compute server hardware handling (e.g., HP, Dell or Equivalent) e.g., Replacement Array cache / battery units, Internal storage array controller cards, Internal host bus adapter (HBA) / fibre channel cards, hard disk drive (HDD) media,

Processors or CPUs and individual memory modules. Replacement of system boards for servers & updating of applicable firmware information (BIOS settings, serial number, etc.).

Min 3 year of experience of compute server firmware, OS and software handling e.g., BIOS and configuration Management. Software configurations & install for requiring direct physical media connection (e.g. USB key).

Communicate as required with multiple departments to optimise project scheduling, resolve roadblocks, and coordinate material deliveries.

Inventory, receive, and ship materials using appropriate databases.

Document project milestones, notes, job information memorandum, and submit ready for service notifications to gain Operations acceptance for all completed projects.

English language proficiency. Fluency in the country's native language.

Ability to learn and retain physical and mechanical installation specifications.

Must be a self-starter with the ability to work independently without continuous supervision.

Personnel who perform Services at any Sites must comply with all applicable environmental, health, and safety ("EHS") laws and regulations while performing the work.

Personnel performing Services will be technically trained, qualified, and if required, certified or licensed, to provide the Services covered by this SOW.

Contractor is required to supply appropriate personal protective equipment (PPE) to ensure the applicable EHS programs and policies efforts will be implemented at each Site.

Tools

Engineers to hold tools / materials, as an example below, needed to perform the onsite activities.

Phone compatible with the Strider app (Most common is the Google Pixel)

1/16th Hex Bit Handheld Screwdriver

Red Marking Tape

Packing Tape

Box cutter (to open FRU box)

Insulated Screwdriver Set

8" Zip Ties - Pack (for re-attaching and installing power whip-caps)

Ethernet Cables

IR Sensor Card, (Apply online only) nm

LC - Loopback 50/125 and 9/125

Fibre Cleaner

LC to LC fibre patch cable - 50 /125 and 9/125

LC-LC SM Coupler (Double)

Mini-VFL & FC/UPC to LC/UPC Adapter

MPO Cleaner & Coupler

MTP Loopback - (Female / Male)

Serial Cable

BUSBAR Safety Clip

Optical Power Meter & Laser Source (with accessories)

RJ45 Network Cable Tester

Electrical wire Lug Crimper (incl. RJ45)

Label Printer & printer cartridges (Brother)