Global Operations Systems Engineer

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