Data Centre Shift Engineers

Field Service Engineer

The Field Service Engineer (FSE) is responsible for providing onsite system diagnostic and analytical support to customers within a geographic territory, or assigned to a specific account, supporting the customer per the terms of the Service Level Agreement(SLA) with Park Place Technologies. Specifically, the FSE responds to customers' systems failures by way of computer hardware service, testing, diagnostic analysis, and systems analysis of hardware, storage area networks, and system configurations.

An FSE must be available to respond to customer issues 24/7 and service all equipment regardless of product training within the designated service area. They also must have a thorough and broad knowledge of system configuration and equipment compatibility requirements and limitations across various OEM product lines.

The FSE has the skillset to review machine logs internal to the device. As an FSE, you must be willing to participate in After Hours Support Team (if assigned) - providing first response to incoming customer service requests after normal business hours – or hours as assigned per customer contract. The customer support center may field and coordinate calls during scheduled and unscheduled hours.

Provides onsite technical customer support

Must be able to be scheduled for work on shifts occurring at any time of day.

Provides effective problem analysis and identification remotely before arrival at customer site; Maintains effective communication with customer and our customer support center during repair process and any projected delay.

Analyzes software and hardware error logs, utilizes diagnostic and troubleshooting techniques and operating system analysis to ensure timely and effective repair.

Analyzes, diagnoses, troubleshoots and repairs hardware, storage area network and systems configuration and compatibility problems.

Utilizes multiple tools for remote system connection to perform remote diagnosis, repair or configuration changes.

Inventory / Parts Management

Manages accurate inventory count, daily and as required and performs bi-yearly physical count inventory.

Accounts for all activities correctly using Field Point time reporting utility.

Minimum seven (5) years specific experience working with OEM data center hardware

Successful Prior Field experience

Ability to work long and/or unusual hours while maintaining effectiveness (manage being on call 24/7)

Demonstrated experience providing Customer Service (may be internal to organization) and ability to put the Customer Needs first

CompTIA A+ and Server + required

Must possess a valid driver's license and an appropriate driving record based on the position travel requirements.

Must be able to assume an on-call status position and respond based on service level agreements within assigned territory.

Again, this is an extremely active position that requires walking, standing, squatting, bending, and driving for over 50% of the workday.

Certification and other OEM computer hardware certifications from major vendors such as Dell, IBM, HP, etc. Bachelor's degree in related field (i.e. Computer Science, Engineering) or equivalent experience preferred

Travel

~ Must be able to travel to client sites up to 75% of the time within a predetermined territory radius (up to 4+ hours/one way by car).