Job Description

Infra Support Technician: BackgroundAs a member of the Infra Support team, the candidate will provide high quality support with very good customer service, technical expertise and timeliness. This position has frequent contact with end users, peers and managers primarily face to face for service requests and on-site problem resolution. The candidate will work in a team environment with a collaborative approach to resolving customer problems and supporting other members of the Site Services department. The candidate will also provide hands and eyes support to other IT teams including but not limited to Audio Visual, Network,Server and print services.DescriptionAs an Infra Support Technician with Minimum of 5 years technical experience in providing quality services which includes the following key roles and responsibilities:

• Perform data center/server room/IT room facilities management operations for basic Hands and

Feet administration duties that includes:

• Physical support (Racking and Stacking) of servers, network devices and other equipment's during the support, changes, upgrades, commissioning and Decommissioning activities
• Rack cabling, clean cable routing and cable management within racks
• Support for Component upgrades, swaps, change-out, Lights-on verification, reboots
• Understand the installed infrastructure design at all locations including potential impact on business services in the case of infrastructure issues/outages
• Perform infrastructure related incident resolution, change management activities and service request or task completion via the ticketing system
• Maintain infrastructure facilities including hardware equipment, cabling/patching and IT rooms in a clean, secure and proper operating state to eliminate disruptions in service
• Coordinate with OEM vendors and manage replacement of faulty parts under warranty, maintenance, Return Merchandise Authorization (RMA)
• Periodically recommend stock levels for critical infrastructure spares to ensure infrastructure incidents can be resolved within the documented SLAs
• Data center logistics, assisting with shipping, provisioning and decommissioning processes
• Assist with asset and inventory management of hardware and data center supplies
• Act as the local site interface for vendors (Telecommunications providers, Equipment vendors and associated service partners/contractors, Backup media handling transport and storage service providers for tape backup and Local facility managements providers
• Complete infrastructure support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs
• Participate and support SWAT team activities in response to Incident/problem resolution
• Participate in Change Review Board (CRB) meetings to support change activities

• Work with appropriate team in developing appropriate communications to end-users, on planned/unplanned outages.
• Perform required backup media handling support
• Provide rollout and implementation support for projects, new technology programs including capacity management, device replacement, remediation and retirement activities.
• Provide infrastructure support for Cyber Security, Business Continuity Plan / Disaster Recovery and Emergency Response activities - both drill/exercise and real events.
• Provide assistance (e.g. temporary network setup) for plants and refineries special activities (e.g. turnaround), operational events and special business activities.
• Provide support at CoLo locations
• Emergency response (on-call) support to system outages
• Manage the ticket queue in remedy system and ensure they are resolved and closed within the defined service level maintenance
• Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.
• Provide On-call support if required outside business hours on a rotational basis

Desired Skillsets

• Flexible for travelling to remote sites/Colocations
• Technical Certification (Microsoft/HP/Dell) in the similar field will be an added advantage
• Hands-on experience working in a data center environment working with physical servers/network equipment's
• Troubleshooting skills in server and network equipment
• Ability to be on your feet all day, weekend work as well for on-call support (rotation)
• Ability to lift heavy equipment's within datacenter
• Demonstrate ownership and responsibility to assignments
• Strong ticketing system experience
• Enough expertise to identify and recommend changes/improvements to the process and infrastructure design
• Strong technical aptitude and ability to research and solve complex issues independently
• Show adaptability and flexibility in work to suit business requirements
• Understanding to Incident and Problem management to provide 2nd / 3rd level support in response to Major Incidents
• Excellent communication skills (English)
• Excellent customer engagement and customer service skills
• Strong desire to help, share, and assist others
• Excellent analytical skills, Work Ethic and Problem-solving skills
• Customer experience - CSAT focused with Customer is #1 Attitude
• Technical Certification in the similar field will be an added advantage

Job Types: Full-time, Part-time, Contract
Contract length: 12 monthsSalary: $3,000.00 - $3,800.00 per monthBenefits:

• Health insurance

Schedule:

• Monday to Friday