Technology Support II, Data Centre Engineer

Join the Infrastructure Platforms Team and embark on a career where innovation meets support, assisting customers with the highest quality standards and satisfaction.

As a Technology Support II in Corporate Infrastructure Platforms, you will be a crucial team member that uses leading best practices to provide first-line support and guidance on day-to-day technology activities. Your role involves troubleshooting hardware, software, and technology issues within the organization. You will maintain high levels of customer satisfaction with a focus on executing with efficiency and strive for continuous improvement in service delivery.

Job responsibilities

• Provides first-line support for hardware, software, and technology issues and address and resolve challenges efficiently while adhering to established processes and procedures
• Assists sin the timely delivery of technology support services to internal customers, coordinate resources and activities to ensure high-quality standards and customer satisfaction
• Uses enterprise-authorized AI capabilities within the work environment to speed up incident triage and root-cause hypothesis generation from operational signals, validating outputs and handling operational data according to sensitivity and security requirements.
• Contributes to optimal system functionality by applying emerging knowledge of hardware components, peripherals, devices, and network expertise
• Uses problem-solving techniques, diagnostic tools, and best practices to Identify and resolve technical issues
• Applies reuse-first, AI-assisted practices within operational stability routines to identify recurring interruption patterns and support validated remediation actions aligned to resiliency and security expectations.

Required qualifications, capabilities, and skills

• Bachelor’s Degree in Computer Science, Cybersecurity, Data Science, or related disciplines
• 2+ years of experience in providing first-contact solutions and end user support to triage and resolve issues in real-time including support for hardware, software, and networks
• Knowledge of Data Centre Mechanical & Electrical infrastructures, Building Management System, Fire Protection and Security System.
• Ability to configure basic iLo/iDrac/remote access configuration
• Extensive Knowledge in structure cabling, cable management and testing tools
• Working knowledge of using enterprise-authorized AI capabilities within the work environment to support production support workflows with strong validation habits and awareness of data sensitivity.
• Ability to review and validate AI-assisted incident recommendations before action, escalating when uncertain and following operational and security expectations.
• Extensive Knowledge in physical racking and stacking of servers and network devices
• Experience in replacing components in servers and network devices
• Experience with live chat, incident/service request management, and runbooks for system issue resolution
• Baseline knowledge of operational management and excellence

Preferred qualifications, capabilities, and skills

• Familiarity with troubleshooting techniques for resolving technical issues in hardware, software, and technology systems
• Ability to document issues, procedures, and root cause analysis