Hardware Data Center Support Specialist

JOB DESCRIPTION: 

• Communicate status of incident to Level 1
• Ensure issue is not caused by hardware, if it is, determine component and required fix, if possible
• Perform triage & characterization/troubleshooting activities:
• Information regarding characteristics of problem
• Frequency of occurrence
• Gather logs, files, application traces
• Gather full error status information
• Attempt to isolate the origin of the problem or symptom to the specific piece of software or component, (e.g., server application system level, database level, network component)
• Determine if any system changes like updates, configuration, and system component add-ons or replacement have recently changed on the solution that may be the originator of the issue.
• Confirm if issue can be recreated and provide details of steps required to recreate issue
• Depending on the specific solution, attempt to reproduce the issue in test lab
• Populate knowledge database with problem/solution information
• Taking incoming calls, create manage and update service tickets
• Making outgoing calls to communicate with the customers
• Escalate the problem to the appropriate group which may be NCR, customer or 3rd party provider
• Provide all required information if an issue is to be escalated to Level 3 / Tier 3 support
• If unable to resolve the incident, Data Center Hardware Operations Specialist will collect the necessary technical information before engaging Level 3 / Tier 3 for further assistance.

BASIC QUALIFICATIONS: 

• Technical degree in Computer science or higher level of IT knowledge with related experience in some of these fields: General IT HW/SW installation and maintenance, MS OS and Linux installation, connection equipment and networking, web environment or similar
• Self-driven person, eager to learn and develop technical skills
• Responsible with good organizational skills
• Highly motivated with team spirit
• Fluent in speaking and writing of English language