The Global Operations Systems Engineer II is responsible for the day-to-day triage and technical support of Data Center Operations Systems. Provides service, troubleshooting, and incident escalation for all internal customers contacting GOSS, along with liaising between internal departments for issue escalation and resolution. The role is shift based and may be required to work on a rotating on-call schedule.
What You’ll Do
Provide Tier I and II service support for mission critical 24/7 Data Centers for BMS, EPMS, and OT devices
Participate in the weekly 24/7 rotating on-call schedule
Provide proactive and reactive assistance to all internal customers
Support the DLR operations environment, including problem solving and taking ownership of unfamiliar tasks
Receive, triage, and action incoming phone calls and tickets from internal customers
Detect and analyze alarms to provide basic fault isolation and troubleshooting, escalating to Tier III and management if necessary
Collaborate with Service Desk, IT Systems, and Networking for Tier 1 and Tier 2 issues that require IT assistance
Prioritize work to meet established KPI measures and commitments
Maintain thorough documentation of incidents, maintenance, and problem details in near real-time
Ensure OLA’s are met as per internal agreements
What You’ll Need
Bachelor’s degree in computer science, engineering, or related field, or proven experience in a related field
Prior experience working in a 24/7 remote support role
Data Center experience is advantageous
Knowledge of BMS, EPMS, DCIM, and alarm delivery systems, including familiarity with Schneider Electric, Automated Logic, Tridium, Siemens, Honeywell, or Johnson Controls is nice to have
Well established knowledge of common communication protocols such as Modbus, BACnet, MQTT, SNMP, and Web Services
Strong experience providing customer service or technical support or equivalent
Experience in the operations, maintenance, engineering, construction, and delivery of mission critical facilities including the commissioning process
Ability to analyze cyber security threats and determine their possible impact on the company’s installed systems
Ability to analyze and assess problems affecting critical operation of facilities, and propose solutions with limited information
Excellent written and oral communication skills, able to engage with colleagues and customers
Ability to multi-task and prioritize job requirements
Strong follow-through and initiative to stay with issues until resolved
Self-motivated and able to work independently with limited supervision
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