Datacenter Engineer

• Perform root cause analysis of equipment failures and be able to relay the information to Wipro and JLP Senior Managers as necessary.

• Take a proactive approach to solve hardware issues on the spot and replace or fix issues as necessary

• Ensure all safety procedures are adhered to while performing work and that PPE is utilised as required

• Fully comply with all physical security procedures and policies for the Data Centres

• The team provides a Monday - Friday (08:00 - 16.00) onsite presence at both Bracknell and Woking Data Centres. The team operates a callout rota for onsite support outside of these hours, and currently this would be one week in every three operating a 24/7/365 support model to the Customer.

• There is a requirement that candidates must be able to attend any one of the JLP sites within 1hr of being called out. Candidates will need to be flexible as the role requires work to be carried out outside of normal business hours and overnight and may change based on the needs of the Customer

• There will also be a requirement to travel to two Colo Data Centres run by Equinix located in Park Royal and Slough

• Candidates must hold a full UK Driving licence and be able to travel to various sites within their own and Wipro supplied vehicle

Key Skills Required:

CDCTP - Certified Data Centre Technician or other such certification in Data Centre Management.

• 1+ year of computer hardware and networking experience

• Previous experience working in a Data Centre Environment (Racking & Stacking etc)

• DCIM - Use of Data Centre Management Tools including documentation and operation

• Copper/Fibre Optic Cabling Standards & IEC Electrical Cabling Standards

• Previous experience of troubleshooting server and switch hardware

• ITSM knowledge including the ITIL framework. ITILv4 qualification is desirable.

• Use of Incident, Change and Problem Management Tools such as ServiceNow

Job Description

Role:

The purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipro’s Service Desk objectives

Do:

• Be responsible for primary user support and customer service
  • Respond to queries from all calls, portal, emails, chats from the client
  • Become familiar with each client and their respective applications/ processes
  • Learn fundamental operations of commonly-used software, hardware and other equipment
  • Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software
  • Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits
  • Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework

• Regular MIS & resolution log management on queries raised
  • Record events and problems and their resolution in logs
  • Follow-up and update customer status and information
  • Pass on any feedback, suggestions, escalations by customers to the appropriate internal team
  • Identify and suggest improvements on processes, procedures etc.

Deliver:
No.
Performance Parameter

Measure
1.
Service Desk Delivery

Adherence to TAT, SLA as per SoW

Minimal Escalation

Customer Experience
2.
Personal

Attendance

Documentation etc.

Reinvent your world.¿We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

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We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.