Data Center Engineer

Job Title: IT Support Engineer

Description:

We are seeking an IT Support Engineer with excellent technical knowledge and experience in providing IT support for various hardware, software, and network infrastructure. The candidate should have basic knowledge of IBM AS400 and possess strong troubleshooting skills. The role involves working independently and as part of a team, communicating effectively with internal and external contacts, and ensuring the smooth operation of IT systems. The candidate should be familiar with ITIL Service Operations and Service Management principles.

Key Responsibilities:
- Provide technical support for PCs, desktop hardware, servers, storage, and network infrastructure.
- Troubleshoot software and hardware issues and perform necessary troubleshooting steps.
- Work with monitoring tools such as SolarWinds, vRealize, Oracle Cloud Manager, SCOM, and ServiceNow.
- Operate in a team environment and communicate effectively with technical and non-technical team members.
- Conduct software and hardware troubleshooting for Windows XP, Windows 7/8, Windows 2000/2003/2008.
- Utilize tools like SCCM, AD, Exchange 2007/2010/2013 and remote control tools for support.
- Work in shifts as per the shift roster and oversee data center environments.
- Coordinate with other support personnel to maximize uptime and provide quality services.
- Conduct evaluations to identify and address ineffective power and cooling systems.
- Perform procedures to maintain data, transactions, and reports from systems.
- Monitor and document the bank's current workloads and provide capacity-related information.
- Notify the customer of critical usage levels and additional capacity requirements.
- Determine the severity classification of incidents and execute the incident/problem management process.
- Assign appropriate technical support representatives for incidents requiring Level 2 and Level 3 support.
- Provide Level 1 support for out-of-scope applications software and redirect Level 2 and Level 3 support to the appropriate groups.
- Monitor scheduled backups, resolve conflicts, and perform job restart as necessary.
- Document, maintain, and execute file backup and recovery procedures.
- Support end users during non-business hours and record incident resolutions in the Service Desk tool.
- Investigate, diagnose, and resolve end-user hardware/software problems, escalating when necessary.
- Support and troubleshoot various operating systems and desktop applications.
- Provide support to VIPs during non-business hours.
- Assist in asset inventory capture, asset tracking, and inventory management.
- Ensure compliance with relevant ITIL Service Management and Project Lifecycle controls.

Additional Information:
- The position may require working in shifts and providing on-call support for critical and urgent issues.

If you have the required skills and experience in IT support, including knowledge of IBM AS400 and proficiency in troubleshooting hardware and software issues, we invite you to apply for this position.