Utilizes advanced skills to provide on-site support for the provision and maintenance of ICT services within the Data Center environment and across the client's portfolio.
ESSENTIAL DUTIES AND RESPONSIBILITIES
To be the first responder to investigate any issues or concerns relating to the Data Center systems as raised by the customer.
These activities typically include the provision and fault diagnostic / rectification of network channel connectivity, installation, relocation & decommissioning of IT equipment (servers, switches, routers etc) and general maintenance & housekeeping of the ICT services.
To receive, respond and resolve work orders within the agreed SLA timeframe or escalate immediately if they cannot be resolved promptly.
To be able to monitor the ticket queue and respond to the client's email in a professional manner.
To receive, assess and complete patching / de-patching requests (both copper and fiber) within the agreed SLA and to applicable internal, manufacture and industry standards.
To receive, assess and complete IT equipment installation, relocation and decommission requests within the agreed SLA and to applicable internal, manufacture and industry standards.
Ensure all deployments are installed to applicable internal, manufacture and industry standards.
Provide smart hands problem solving support (server reboots, backups, visual inspections etc).
Installation and reconfiguration of structured cabling systems (both copper and fiber).
To escort third party engineers and ensure their compliance with the site standards.
Carry out daily housekeeping checks of the data halls and record their findings.
Ensure that all records are updated following any changes made.
Ensure that Method Statements and Risk Assessments are prepared and used for all tasks undertaken to ensure safe working practices at all times.
To develop a good working relationship with all members of CBRE staff and the client representatives.
Ensure the provision of a Safe and Healthy working environment. To include the wearing of uniform at all times and PPE where required.
Ability and willingness to work shifts (day, evening, overnight, and weekend) and provide on-call support on a rotational basis
Performs other duties as assigned.
No formal supervisory responsibilities in this position. May provide informal assistance such as technical guidance and/or training to coworkers. May coordinate work and assign tasks.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and EXPERIENCE
High school diploma or general education degree (GED) and a minimum of four years of related experience and/or trade school training.
Accredited training in the installation of copper and fiber structured cabling systems.
An understanding of the Data Center environment, and the working restrictions applicable to such environments.
Working knowledge of the ITIL process.
Two years of IT deployment/support experience.
Previous experience of using Ticketing systems, DCIM tools and EPMS/BMS systems.
A good understanding of fault diagnostic techniques including the use of handheld test equipment.
Ability to lift up to 50 lbs.
Ability to comprehend and interpret instructions, short correspondence, and memos and ask clarifying questions to ensure understanding. Ability to write routine reports and correspondence. Ability to respond to common inquiries or complaints from clients, co-workers, and/or supervisor. Ability to effectively present information to an internal department and/or large groups of employees.
Requires basic knowledge of financial terms and principles. Ability to calculate simple figures such as percentages.
Ability to solve practical problems and deal with a variety of concrete variables in situation where only limited standardization exists. Requires intermediate analytical skills.
OTHER SKILLS and ABILITIES
Uses personal computer and / or PDA for work order system, email, ESS and training. Basic skills with Microsoft Office Outlook. Physical requirements include stooping, standing, walking, climbing stairs / ladders and ability to lift / carry heavy loads of 50 lbs. or more.
SCOPE OF RESPONSIBILITY
Decisions made with general understanding of procedures and company policies to achieve set results and deadlines. Errors in judgment may cause short-term impact to co-workers and supervisor.
Responsible for personal safety and the safety of those who are affected by your work. This includes but is not limited to:
Complete all required and assigned HSE training at a satisfactory level
Follow all activity policies and procedures, including all HSE-related requirements at all times
Participate in all HSE-related programs & activities as required, including incident investigations, interviews, auditing and assessment, etc.
Report any conditions which you feel could result in an accident or injury and / or stop work if required
Internal Number: 20021288
With broader and deeper capabilities than any other company, CBRE is the leading full-service real estate services and investment organization in the world.
CBRE Group, Inc. is the world’s largest commercial real estate services and investment firm, with 2017 revenues of $14.2 billion and more than 80,000 employees (excluding affiliate offices). CBRE has been included in the Fortune 500 since 2008, ranking #214 in 2017. It also has been voted the industry’s top brand by the Lipsey Company for 17 consecutive years, and has been named one of Fortune’s “Most Admired Companies” in the real estate sector for six years in a row. Its shares trade on the New York Stock Exchange under the symbol “CBRE.”
CBRE offers a broad range of integrated services, including facilities, transaction and project management; property management; investment management; appraisal and valuation; property leasing; strategic consulting; property sales; mortgage services and development services.