Datacenter Technician

We're looking for a dedicated and skilled Technical Support Specialist to join our team in Mumbai. You'll be instrumental in managing physical server hardware and ensuring smooth data center operations for IBM Cloud customers.

Your Responsibilities

As a Technical Support Specialist, you will:

• Solve Technical Problems: Apply a logical, methodical, and analytical approach to isolate and resolve technical issues.
• Communicate Effectively: Interact and collaborate with other technicians, departments, and customers in technical support situations.
• Demonstrate Product Knowledge: Apply in-depth knowledge of company products.
• Resolve Issues Autonomously: Exercise discretion in deviating from standard practice to solve problems within your area of expertise.
• Research & Recommend: Investigate problems and propose effective solutions.
• Provide Training: Assist in delivering on-the-job training.
• Manage Assets: Professionally process and resolve asset request cases to maintain accurate site inventory.
• Maintain Inventory Accuracy: Ensure zero discrepancies in site inventory by adhering to asset management procedures.
• Handle Fulfillment: Manage inbound and outbound fulfillment to meet business deliverables.
• Escalate Issues: Promptly escalate any asset defects, damages, discrepancies, or deviations to management for timely resolution.
• Work Flexible Shifts: Be available for shift rotations, which may include day, evening, overnight, weekends, and holidays.
• Work Onsite: Be able to work from various IBM Cloud locations in Mumbai.

Education

• Required Education: Bachelor's Degree

Required Technical and Professional Expertise

• Customer Support: Strong physical server hardware experience, including assembling components like motherboards, RAM, hard drives, RAID controllers, and network cards.
• Experience with scheduling and performing hardware maintenances (upgrades, downgrades, support requests) for IBM Cloud customers, specifically for server components.
• Ability to troubleshoot and resolve problems with basic physical network cable/device connections at the server/switch/stack level within the data center.
• Onsite Operations: Must have 100% onsite experience working in a physical data center (no remote support).
• Willingness to work in a 24/7 operations environment with 100% onsite support (no remote or on-call support) on a rotating shift schedule.
• Outage / UIP Response (Row / Data Center Level Outage):Responsible for responding to UIP-related events concerning physical infrastructure.
• Coordinate with internal departments to resolve outage events related to faulty links, optics, or failed networking devices.
• Possess physical infrastructure server knowledge and a basic understanding of network devices (e.g., physical cabling, optics, inter-connectivities) to provide onsite support for remote network teams and Network ISPs personnel.
• Perform outage events under the supervision and guidance of Site Management.
• Other Tasks: May be directed to perform other duties consistent with training and skill levels required for this position.

Preferred Technical and Professional Experience

• Understand site capacity utilization and assist management with capacity planning.