Your role
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, as well as 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
Provide support for the DLR operations environment including problem solving, ability to take ownership of unfamiliar tasks and problems and see through to completion or engage escalation as needed
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 properly to meet established KPI measures and commitments.
Thorough documentation of incident, 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 other related fields, or proven experience in a related field
Prior experience working in a 24/7 remote support role
Data Center experience will be advantageous
Knowledge of BMS, EPMS, DCIM and alarm delivery systems, including familiarity with BMS system from Schneider Electric, Automated Logic, Tridium, Siemens, Honeywell or Johnson Controls will be 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 they are resolved
Self-motivated and able to work on issues independently with limited supervision
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