Job Description – Helpdesk Technician (DCMOC)

The Helpdesk Technician will be responsible for providing first-level IT support within the Data Centre Management Operations Centre (DCMOC). This role includes monitoring, troubleshooting, and coordinating incident resolutions to ensure optimal performance of data centre operations.

Key Responsibilities:

1. Helpdesk Support & Incident Management

Act as the first point of contact for IT support requests related to data centre operations.
Monitor alerts, tickets, and system notifications to detect and escalate issues promptly.
Log, track, and resolve hardware, software, and network issues in the ticketing system.
Troubleshoot connectivity, server, storage, and application-related issues.
Escalate critical incidents to Level 2/3 support teams as needed.

2. Data Centre Operations Support

Assist in monitoring data centre infrastructure, including power, cooling, servers, storage, and network devices.
Support remote hands operations, including hardware reboots, patching, and device installations under guidance.
Maintain inventory of IT assets, ensuring proper documentation and tracking.
Assist in implementing data centre security and compliance policies.

3. User Support & Access Management

Manage user access requests, including provisioning and de-provisioning of accounts.
Assist users with VPN, remote access, and authentication issues.
Reset passwords and troubleshoot account lockouts in accordance with IT security policies.

Required Skills & Qualifications:

Key Required Skills:

Excellent communication and documentation skills.
Basic understanding of Data Centre components (not specific to any domain/sub-domain).
Ability to handle ticketing systems, incident logging, and troubleshooting.
Familiarity with data centre monitoring tools and ITIL practices.

Help Desk Technician