Job Description
About Vantage Data CentersVantage is committed to being a workplace of inclusion, equity, respect and acceptance. We celebrate diversity and intentionally seek out opportunities to learn from one another’s experience.Vantage Data Centers powers, cools, protects and connects the technology of the world’s well-known hyperscalers, cloud providers and large enterprises. Developing and operating across North America, EMEA and Asia Pacific, Vantage has evolved data center design in innovative ways to deliver dramatic gains in reliability, efficiency and sustainability in flexible environments that can scale as quickly as the market demands.Technology & Systems Department The Technology & Systems Department for Vantage Data Centres is very hands-on. In most cases, we specify, purchase, configure and maintain all networking and server hardware. We also work closely with partner VARs to learn about the latest technology changes so we can make informed purchase decisions. The IT department is always looking for ways to strike the best balance between technology, performance, and cost. Vantage Technology & Systems also participates in designing each of our new data centre building’s networking infrastructure, including but not limited to diverse pathways connecting to carriers, meet-me room (MMR) hosting (rack, cabs, ladders, cross connect panels…), wireless AP (Access Points) coverage, etc. If you like getting your hands dirty and helping to design, build and maintain IT infrastructure in a modern data centre, then come work at Vantage. We are expanding with many new builds! Position Overview As a 1st Line Service Desk Engineer, you will play a crucial role in providing first-level technical support to end-users across our global organization. You will utilize ServiceNow as the primary IT Service Management (ITSM) solution to efficiently manage incidents, service requests, and other IT-related tasks. Additionally, you will work with a diverse range of technologies including Windows and Apple Mac devices, Microsoft 365, and various other software applications. Duties To provide first line helpdesk and end user support to staff, clients and visitors Following ITIL methodology, prioritise, log and track multiple issues through to resolution, within agreed time limits Efficiently utilize ServiceNow to log, categorize, prioritize, and assign incidents and service requests. Ensure accurate and timely documentation of incidents, including troubleshooting steps and resolution details. Provide first-level support for hardware, software, and network-related issues to end-users. Diagnose and resolve technical hardware and software issues on Windows and Apple Mac devices. Collaborate with 2nd and 3rd Line support teams to escalate and resolve complex problems. Conduct user training sessions to enhance end-user knowledge of IT systems and applications. Communicate effectively with end-users to provide updates on incident status and resolution progress. Assist end-users with Microsoft 365 applications and services, including Outlook, Word, Excel, Teams, etc. Provide support for various other software applications used within the organization. Create and maintain documentation for common technical issues, known errors, and solutions. Contribute to the knowledge base to facilitate self-service for end-users. Assist in the care and maintenance of computing, network and office equipment Properly escalate unresolved issues to appropriate teams Be the face of the Technology & Systems Teams To install and configure software applications Proven work experience as a Support Engineer or similar role Ability to diagnose and troubleshoot basic technical issues Familiarity with remote desktop applications and help desk software Excellent problem-solving and communication skills Ability to provide step-by-step technical help, both written and verbal Good experience with Active Directory, Azure and Office 365, Cyber security, Antivirus & Firewalls Job Requirements Bachelors degree in Information Technology, Computer Science, or a related field. Ability to work under pressure and manage multiple projects. 3+ years (s) experience in a similar helpdesk environment. Strong analytical and problem-solving skills with an emphasis on global root cause analysis. Excellent customer service skills. Experience in a wide range of technologies. Excellent written and oral communication skills. Working within an ITIL environment. Preferably holding a current qualification. Technical qualifications such as Comptia A+, Network + would be advantageous. Experience of Agile methodologies would an advantage. Travel is expected to be less than 5% Excellent customer service and problem-solving, presentation and interpersonal skills and the ability to interact and communicate with Senior Executive to CxO-level personnel and other global stakeholders Good knowledge of applicable software licensing terms, license models and enterprise maintenance and support contracts. Work under limited supervision, both independently and within a team environment. Proficient in incident management tools and IT service management platforms with a focus on global incident response (e.g., ITSM, Jira, ServiceNow). Strong analytical and problem-solving skills with an emphasis on global root cause analysis. ITIL (Information Technology Infrastructure Library) or relevant certifications Experience working in a Global enterprise organisation Ability to effectively prioritize and execute tasks in a high-pressure environment. Experience working with service providers in an international context.