Provide first-line data center and end-user technology support: troubleshoot hardware, software, networks; perform racking/stacking and component replacement; configure remote access (iLO/iDRAC); use enterprise AI to assist triage while validating outputs; follow runbooks and incident management processes; support data center M&E, BMS, fire and security systems, and maintain high customer satisfaction.
Join the Infrastructure Platforms Team and embark on a career where innovation meets support, assisting customers with the highest quality standards and satisfaction.
As a Technology Support II in Corporate Infrastructure Platforms, you will be a crucial team member that uses leading best practices to provide first-line support and guidance on day-to-day technology activities. Your role involves troubleshooting hardware, software, and technology issues within the organization. You will maintain high levels of customer satisfaction with a focus on executing with efficiency and strive for continuous improvement in service delivery.
Job responsibilities
- Provides first-line support for hardware, software, and technology issues and address and resolve challenges efficiently while adhering to established processes and procedures
- Assists sin the timely delivery of technology support services to internal customers, coordinate resources and activities to ensure high-quality standards and customer satisfaction
- Uses enterprise-authorized AI capabilities within the work environment to speed up incident triage and root-cause hypothesis generation from operational signals, validating outputs and handling operational data according to sensitivity and security requirements.
- Contributes to optimal system functionality by applying emerging knowledge of hardware components, peripherals, devices, and network expertise
- Uses problem-solving techniques, diagnostic tools, and best practices to Identify and resolve technical issues
- Applies reuse-first, AI-assisted practices within operational stability routines to identify recurring interruption patterns and support validated remediation actions aligned to resiliency and security expectations.
Required qualifications, capabilities, and skills
- Bachelor’s Degree in Computer Science, Cybersecurity, Data Science, or related disciplines
- 2+ years of experience in providing first-contact solutions and end user support to triage and resolve issues in real-time including support for hardware, software, and networks
- Knowledge of Data Centre Mechanical & Electrical infrastructures, Building Management System, Fire Protection and Security System.
- Ability to configure basic iLo/iDrac/remote access configuration
- Extensive Knowledge in structure cabling, cable management and testing tools
- Working knowledge of using enterprise-authorized AI capabilities within the work environment to support production support workflows with strong validation habits and awareness of data sensitivity.
- Ability to review and validate AI-assisted incident recommendations before action, escalating when uncertain and following operational and security expectations.
- Extensive Knowledge in physical racking and stacking of servers and network devices
- Experience in replacing components in servers and network devices
- Experience with live chat, incident/service request management, and runbooks for system issue resolution
- Baseline knowledge of operational management and excellence
Preferred qualifications, capabilities, and skills
- Familiarity with troubleshooting techniques for resolving technical issues in hardware, software, and technology systems
- Ability to document issues, procedures, and root cause analysis
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
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