First Line Analyst - Data Center

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IT & Telecoms
Competitive + Benefits
Job Type
Date Posted
31st January 2018

Job Description


As a FTSE 250 PLC, we are rooted in core European countries, Computacenter combines global reach with local expertise. We operate Infrastructure Operations Centers and Group Service Desks across Europe, South Africa and Asia from which our employees provide user support in 18 languages. Customers with global requirements are served through an extensive international partner network, which mirrors the requirements of our European-headquartered client base.

We get to know our customers, so we can respond to their needs - join us as a First Line Analyst in our Global Infrastructure Operations division and we'll get to know you as a person, not just an employee, so we can understand your interests and ambitions.


Competitive + Benefits

The role is shift based, including days, nights, week days and weekends, working hours being 12 hour shifts with 1 hour lunch break.

Day shifts are 07:00 - 19:00 and night shifts are 19:00 - 07:00.

Main Responsibilities

These include but are not confined to:

  • Working on a shift system in a 24 x 7 x 365 operation
  • Access management - access control / site access
  • Media Management activities
  • Hall Checks
  • Floor walks to identify server alerts & LED's
  • Assistance with customer on-boarding activities
  • Asset Management activities
  • Scheduled Task management
  • Management of deliveries and collections as per Data Centre policy
  • Customer request and incident management using the company Remedy system
  • Equipment Inspection (request to inspect external conditions on a server or device such as display lights, visual status, or trace and check cables to ensure cable is plugged in and reseat if possible)
  • Escort Engineer (engineers will be escorted to and from the correct area required)
  • Device Installation
  • Server Reboots / Visual checks
  • Power Cycling (request to power reset a server or device)
  • Command Entry (request to enter specific commands on server or device)
  • Ad hoc Patching (request to carry out ad hoc patching using pre-provisioned cables, installation and connection of patch leads)
  • Undertake other ad hoc activities as directed by the Data Centre Management tiers

Ideal Candidate

  • Work on a shift system in a 24 x 7 x 365 operation - Flexibility when working shifts as operators will be required to participate in shift swaps
  • Provide cover for other analysts in their absence, either within the same team or across teams, when required. Travel to other Computacenter Data Centres may be required
  • Proactive management of customer service requests and incidents through to a satisfactory conclusion on call management system, providing customers with updates on call status and resolution progress.
  • Escalate potential service issues initially to designated escalation contact.
  • Ensure internal and contractual SLA is maintained.
  • Undertake ad hoc activities as directed by the Data Centre Management tiers.
  • Understand and ensure all Customer, Data Center and Computacenter procedures and directives are adhered to.
  • Carry out regular admin tasks such as tape backups, server checks etc., as required by external and internal customers
  • Production of reports, shift handovers, notable event logs, and other reports as required.

Skills Required:

  • Demonstrable experience and knowledge of IT support environments within server/networking
  • To escalate alert / call to resolution Customer care skills - ability to listen to and understand the customer's needs
  • Excellent time management - able to work on own initiative. Ability to work within a pressurised environment.
  • Ability to work in a team or on your own as required.
  • Good understanding of service calls and Call management systems or Helpdesk equivalent.
  • Experience in rack builds and de-commissions
  • Flexibility when working shifts as operators will be required to participate in shift swaps

Skills Desired:

  • Demonstrable experience in providing onsite Data Centre Operational services
  • Experience in the service provider marketplace
  • AS/400 operator experience and ability

Other requirements

  • Full clean driving license


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