Data Center Field Support Specialist (NSC/ Security Cleared) London, England
Job description
Provides a high level of customer satisfaction through the effective delivery of technical support and service programs. Customer support specifications may include product performance / maintenance, product installation, project management, site planning and professional services. Pro-actively coordinates resources, problem resolution, problem escalation, and the use of system level diagnostics. Understands service processes and options that are linked with the customers specifications. Able to identify and solve a wide range of problems. Needs a 24-hour commitment to support customer specifications which may also be fulfilled by participation in the regional standby rotation. Works primarily at customer sites.
Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. 2 years relevant experience and BA/BS degree preferred.
In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation.
Oracle offers a highly competitive suite of Employee Benefits designed on the principles of parity, consistency, and affordability. The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more. We also encourage our employees to engage in the culture of giving back to the communities where we live and do business.
At Oracle, we believe that innovation starts with diversity and inclusion and to create the future we need talent from various backgrounds, perspectives, and abilities. We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles. to perform crucial job functions.
That’s why we’re committed to creating a workforce where all individuals can do their best work. It’s when everyone’s voice is heard and valued that we’re inspired to go beyond what’s been done before.
Oracle is an Equal Employment Opportunity Employer * . All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.
* Which includes being a United States Affirmative Action Employer
Do you have experience in data centre design/operation, racking, stacking, hardware break fix and everything in between?
You are able to troubleshoot and solve all but the most complex infrastructure issues. As a skilled trouble-shooter on a wide range of Field engineering, Data Centre environments and systems you understand which issues to escalated to the appropriate resolver groups. You create and maintain documentation on technologies you support. You understand all aspects of the equipment you support. You know how to innovate and make decisions on his/her own, but also know how to take direction when it is given, paying attention to all details involved. Expected to improve current processes and introduce automation with aim towards simplification.
You are able to execute small projects on your own and work with your manager in planning and executing larger local projects. You understand all aspects of the equipment you support.
ROLES AND 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 to 100% accuracy
- Adhere to Logistics processes to ensure the accurate reporting of failures and timely return of parts.
- System board level repair and fault diagnosis to SLAs
- Keep up with the latest technologies and be apply to apply them appropriately
- Adherence to defined Health & Safety processes at all times
- Working as part of a multi-disciplinary team without friction
- Participate in the installation, monitoring, maintenance, support, and optimization of all production server hardware, software
- Working independently and in a team environment.
- Covering Slough and West London with further travel to customers on M3/M4 corridor. Will require travel outside designated area at times
- Provide (rota) coverage for 24x7 support in a designated geographic area. With phone support from Domains.
- Provide Shift cover for local Oracle Datacentres
The Person
- Min 3 years of experience in IT Infrastructure support and server administration in a mid-sized environment (200 - 1000+ server systems).
- Min 3 years experience of data centre M&E equipment
- Demonstrated examples of a drive to dig into the details of a system or process to solve customer problems
- Experience working in a mission critical operations environment
- The position has a physical component requiring the ability to lift up to 25Kg and may require working in cramped spaces or elevated locations
- Ability to speak confidently & communicate clearly in a virtual environment
- Strong Adherence to process and be process champion (including drafting new processes or challenging shortcomings in existing)
- Excellent communication skills (oral & written) and ability to interact professionally with a diverse group of customers and staff
- Experience providing client-facing, direct customer support and service.
- Ability to work productively in remote cross-functional teams or resourcefully and independently as an individual
- Highly service-oriented, reliable, responsible, self-motivated
- SC Clearance eligibility and British passport holder required for this role
Required systems & hardware expertise
- Systems administration (Linux and/or Windows Servers)
- Hardware repair, diagnosis & break / fix
- Networking fundamentals (DNS, TCP/IP, basic troubleshooting)
- IT Hardware Concepts (RAID, SAN, x86 architecture, SCSI, FC, ethernet, iLO)
- Base Operating System Installs and configuration
- Core OS Services: SSH, Telnet, RDP, FTP, NFS, DNS, DHCP etc.
- Oracle Hardware – Exadata, ZFS, BDA etc
- Cloud Technology/Methodology Understanding
Do you have experience in data centre design/operation, racking, stacking, hardware break fix and everything in between?
You are able to troubleshoot and solve all but the most complex infrastructure issues. As a skilled trouble-shooter on a wide range of Field engineering, Data Centre environments and systems you understand which issues to escalated to the appropriate resolver groups. You create and maintain documentation on technologies you support. You understand all aspects of the equipment you support. You know how to innovate and make decisions on his/her own, but also know how to take direction when it is given, paying attention to all details involved. Expected to improve current processes and introduce automation with aim towards simplification.
You are able to execute small projects on your own and work with your manager in planning and executing larger local projects. You understand all aspects of the equipment you support.
ROLES AND 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 to 100% accuracy
- Adhere to Logistics processes to ensure the accurate reporting of failures and timely return of parts.
- System board level repair and fault diagnosis to SLAs
- Keep up with the latest technologies and be apply to apply them appropriately
- Adherence to defined Health & Safety processes at all times
- Working as part of a multi-disciplinary team without friction
- Participate in the installation, monitoring, maintenance, support, and optimization of all production server hardware, software
- Working independently and in a team environment.
- Covering Slough and West London with further travel to customers on M3/M4 corridor. Will require travel outside designated area at times
- Provide (rota) coverage for 24x7 support in a designated geographic area. With phone support from Domains.
- Provide Shift cover for local Oracle Datacentres
The Person
- Min 3 years of experience in IT Infrastructure support and server administration in a mid-sized environment (200 - 1000+ server systems).
- Min 3 years experience of data centre M&E equipment
- Demonstrated examples of a drive to dig into the details of a system or process to solve customer problems
- Experience working in a mission critical operations environment
- The position has a physical component requiring the ability to lift up to 25Kg and may require working in cramped spaces or elevated locations
- Ability to speak confidently & communicate clearly in a virtual environment
- Strong Adherence to process and be process champion (including drafting new processes or challenging shortcomings in existing)
- Excellent communication skills (oral & written) and ability to interact professionally with a diverse group of customers and staff
- Experience providing client-facing, direct customer support and service.
- Ability to work productively in remote cross-functional teams or resourcefully and independently as an individual
- Highly service-oriented, reliable, responsible, self-motivated
- SC Clearance eligibility and British passport holder required for this role
Required systems & hardware expertise
- Systems administration (Linux and/or Windows Servers)
- Hardware repair, diagnosis & break / fix
- Networking fundamentals (DNS, TCP/IP, basic troubleshooting)
- IT Hardware Concepts (RAID, SAN, x86 architecture, SCSI, FC, ethernet, iLO)
- Base Operating System Installs and configuration
- Core OS Services: SSH, Telnet, RDP, FTP, NFS, DNS, DHCP etc.
- Oracle Hardware – Exadata, ZFS, BDA etc
- Cloud Technology/Methodology Understanding
