Data Center Field support Technician

Responsibilities

• Responsible for providing Onsite Product Support as set-out in Domains action plans.
• Liaise with Manager on Duty (MoD) or Field Manager (business hours) to ensure escalation procedures/communications are followed.
• Following defined policies and procedures (e.g. in desk manual).
• Supporting the organization by understanding and achieving measurable objectives.
• Follow best practices and Industry Standards.
• Update internal systems as required
• Adhere to Logistics processes to ensure the accurate reporting of failures and timely return of parts
• Working independently and in a team environment.
• Perform Field Change Order and Field Action Bulletin .
• Need to be able to travel at short notice short term,
• Provide (rota) coverage for 24x7 support in a designated geographic area. With phone support from Domains.
• Provide T&M services OOH (Out of Hour).
• Provide logistics support as required within the scope of providing on-site support,
• Provide long or short term site cover for dedicated customer sites
• Acts as a technical support resource during problem escalation. Actively contributes to providing diagnostic information to Technical Support Centre .
• Collaborate with Support/Engineering to ensure continuity and consistent service delivery when starting or finishing a shift, during escalations or time critical installations.
• Provide management updates when engaged in customer escalations summarizing the status, impact and potential solution. Define next steps using the 3 Ws (Who, What and
• When).
• Assists in developing, reviewing, and implementing hardware installation plans for customers
• Membership in golden team with special product knowledge to support high level escalations, complex installations, new product introductions, TOI's (Onsite and Remote) within region and outside
• Need to be able to travel at short notice – short and long term, within region.