Data Center Engineer

5 days ago

Watford Hertfordshire, United Kingdom CDS, a Hewlett Packard Enterprise company Full time

Who We Are

CDS, a Hewlett Packard Enterprise company is a wholly owned subsidiary of Hewlett Packard Enterprise (HPE) , providing field service capabilities to Hewlett Packard Enterprise customers as well delivering the difference in business oriented services, such as development, support and maintenance of applications, virtualisation, automation, cloud and infrastructure administration.

CDS is present in 11 European countries with more than 1,800 employees, and embraces all of Hewlett Packard Enterprise’s values and commitments to employees and customers alike.

Role Overview

Required to work as an onsite resident engineer covering onsite break fix activity. Role is primarily a position to manage delivery of maintenance ticket requests but also to support the wider account team at other locations with maintenance & upgrade tasks as required.

Covering site Monday to Friday, from 09:00 to 17:30.

The tasks will include (but not limited to):

  • Break fix activity on Multi-Vendor hardware.
  • Solves unique and complex problems that have a broad impact on the customer environment.
  • Troubleshooting hardware and firmware issues on server & storage.
  • Manages communication with customer on complex issues and recommends process, product or service improvements. Able to communicate at all levels of the business up to CIO.
  • Adhering to strict policies and processes around security and data protection.
  • Ensuring SLA requirements and Customer Satisfaction metrics are on or above target.
  • Creating and maintaining comprehensive and meaningful updates in the ticket handling system.
  • Ensuring the escalation process is followed and any issues are communicated appropriately to internal and customer management teams.
  • Risk ownership and escalation.

Required skills and attributes

  • HPE & Dell hardware break fix skills.
  • Proven service maintenance background.
  • Exceptional customer service skills including the ability to simplify technical detail.
  • Highly organised with the ability to work in a fast-paced, structured manner to meet tight deadlines.
  • Confident, collaborative working style and able to interface with people of all levels.
  • Proactive approach to work activities & support of colleagues.
  • Demonstrated ability to recognise and react to situations with a sense of urgency and problem ownership.
  • Full UK driving license.

Desiderd skills

  • Helpful to have knowledge of Brocade, HPE Apollo / 3PAR and Sun/Oracle servers.
  • ITIL Service Management Foundation.
  • Experience of IT incident management.

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