Vennote Technologies Limited is a well-established ICT company with experience spanning over two decades in enterprise solutions using best of breed products in very large IT deployments around the world. Vennote Technologies Limited has certified Skilled Technical resources delivering world class implementation and support services through the use of best practices.
Job Summary
- Are you a technically sharp, hands-on professional with a passion for ensuring the integrity and maximum uptime of critical infrastructure? Do you thrive in a high-availability data center environment where precision and rapid response are paramount?
- Vennote Technologies is looking for a Monitoring & Data Center First Line Support Engineer to serve as the front line technical support within our key telecommunications partner’s high-density data centersThis role is crucial for ensuring the stability of telecom services by monitoring critical infrastructure, performing hands-on hardware installations and troubleshooting, and driving the rapid resolution of facility and equipment incidents in line with strict Service Level Agreements (SLAs).
- This is a full-time, shift-based role that requires daily presence in the IT Command center office location.
Key Responsibilities
- Monitoring and Incident Management (First Line)
- Application and Service Monitoring: Monitor data center applications and services and report or take initial corrective action on alarms or anomalies.
- Incident Logging: Act as the first responder for event alerts or alarms, logging detailed descriptions of issues into the IT Service Management (ITSM) tool (e.g., ServiceNow).
- Initial Troubleshooting: Perform basic diagnostic steps on failing hardware (e.g., checking LED status, reseating components, performing reboots as instructed).
- Escalation: Timely and clearly escalate complex incidents or problems that require deeper technical expertise to the 2nd Line/Application support/Network/Systems Engineers following defined ITIL processes and Service Level Agreements (SLAs).
- Documentation: Maintain and update operational procedures (SOPs), knowledge base articles, and physical layout documentation (cabling maps, rack elevations).
Requirements & Qualifications
- A Bachelor’s Degree or HND in Computer Science, Information Technology, Electrical Engineering, or a related field.
- 2-4+ years of experience working in a NOC, SOC or Data center
- Previous experience working in a Telecommunications company, or a large enterprise environment is highly desirable.
- Certifications are a major plus:
- ITIL v4 Foundation.
- CompTIA A+, Microsoft Certified Professional (MCP), or equivalent.
Technical Skills
- Proven proficiency in Troubleshooting and Technical Support.
- Expertise in Windows 11 operating systems in an enterprise environment.
- Working knowledge of an enterprise environment
- Familiarity with IT Service Management (ITSM) tools (e.gServiceNow) for logging and tracking tickets.
- Basic understanding of TCP/IP networking, DHCP, DNS, and connectivity troubleshooting.
- Experience with user administration in Active Directory.
Soft Skills
- Attention to details
- Exceptional Communication and Customer Service skills (both verbal and written).
- Strong problem-solving and analytical abilities with a systematic approach.
- Ability to work effectively under pressure and prioritize tasks in a fast-paced environment.
- A proactive attitude and ability to work independently and as part of a team.
Method of Application
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