Location

Vinhedo/SP

 

Responsibilities

Provide post-sale technical support on-site to carry out reactive and proactive tasks. Perform installation services for new equipment as required. Serve as a Data Center Technician for OCI, diagnosing and resolving data center hardware and network infrastructure issues using ORACLE's diagnostic tools. Record work performed in Jira/GSI/MOS/others. Document and progress assigned tasks through their various states in the task management system. Complete and have the customer service report signed when applicable. Installation or dismantling of racks, including data center equipment stacks, such as servers, network devices, wiring infrastructure, monitoring systems, powering up, and handing over servers to internal provisioning teams. Monitor data center environments using tools or "walk-through" routines among racks. Dismantle data center hardware. Work in a team to support 24x7 operations. Provide training and mentoring for new engineers. Assist with onboarding new DCTs in clarifying technical doubts and the process of using tools. Assist in monitoring customer satisfaction management related to on-site support. Collaborate with the telephone or remote support group to resolve faults customers report. Monitor and respond in a ticket issuance environment used and monitored by multiple teams and internal service owners of ORACLE OCI. Maintain the inventory process, request spare parts, and return defective parts as needed. Efficiently implement structured cabling tasks, labeling, and troubleshooting of fiber/copper/telecommunications cables. Capable of following a standard technical operating procedure (SOP). Support on-call activities at the OCI Data Center when applicable. Assist Management, as required, to monitor and resolve issues related to specific customer satisfaction. Provide a high level of customer satisfaction through the effective delivery of service and technical support programs. Capable of identifying and solving a wide range of problems. Ensure that their process generates and provides the expected outputs. Always focused on meeting customer requirements and needs. Generate corrective actions when necessary. Address risks and opportunities when necessary and generate appropriate actions. They should be able to complete small projects independently and work with their manager on planning and completing larger local projects.

 

Authority and Decision Making

Largely execute their role within policies and procedures. The position's duties are varied and complex, utilizing independent judgment. May have the leading role in projects. As an individual leader and team member, I provide direction and guidance to others.

 

Basic Education:

Professional in Systems Engineering, electronics, and electrical; bachelor’s in computer science, Information Systems, or equivalent work experience.

 

Additional Training:

Knowledge of Linux, and Networks. Understanding of Datacenter and IT hardware concepts. Networking fundamentals (DNS, TCP/IP, routing, etc.). Experience handling reactive or mission-critical cases in post-sale support and production environments. Requires proficiency in English. Preferably proficient in Spanish.

 

Experience

Relevant experience working in IT environments; Desirable experience in data centers. Desirable experience in handling and implementing Structured Copper/Fiber Cabling and connectivity testing. Desirable experience or basic knowledge in electrical and/or cooling systems concepts within the data center.

 

Desirable Certifications

CDCTP® - Certified Data Center Technician Professional. CNIT®  - Certified Network Infrastructure Technician.