Global Operations Systems Engineer, Dublin

Your role

The Global Operations Systems Engineer II is responsible for the day-to-day triage and technical support of Data Center Operations Systems. Provides service, troubleshooting, as well as incident escalation for all internal customers contacting GOSS, along with liaising between internal departments for issue escalation and resolution. The role is shift based and may be required to work on a rotating on-call schedule.

What you’ll do

Provide Tier I and II service support for mission critical 24/7 Data Centers for BMS, EPMS, and OT devicesParticipate in the weekly 24/7 rotating on-call scheduleProvide proactive and reactive assistance to all internal customersProvide support for the DLR operations environment including problem solving, ability to take ownership of unfamiliar tasks and problems and see through to completion or escalate as neededReceive, triage and action incoming phone calls and tickets from internal customersDetects and analyze alarms to provide basic fault isolation and troubleshooting, escalating to Tier III and management if necessaryCollaborate with Service Desk, IT Systems, and Networking for Tier 1 and Tier 2 issues that require IT assistancePrioritize work properly to meet established KPI measures and commitments.Thorough documentation of incident, maintenance and problem details in near real-time. Ensure OLA’s are met as per internal agreements.

What you’ll need

Bachelor’s degree in computer science, engineering or other related fields, or proven experience in a related fieldPrior experience working in a 24/7 remote support roleData Center experience will be advantageousKnowledge of BMS, EPMS, DCIM, and alarm delivery systems, including familiarity with BMS system from Schneider Electric, Automated Logic, Tridium, Siemens, Honeywell or Johnson Controls will be nice to haveWell established knowledge of common communication protocols such as Modbus, BACnet, MQTT, SNMP, and Web ServicesStrong experience providing customer service or technical support or equivalentExperience in the operations, maintenance, engineering, construction, and delivery of mission critical facilities including the commissioning processAbility to analyze cyber security threats and determine their possible impact on the company’s installed systemsAbility to analyze and assess problems affecting critical operation of facilities, and propose solutions, with limited informationExcellent written and oral communication skills, able to engage with colleagues and customersAbility to multi-task and prioritize job requirementsStrong follow-through and initiative to stay with issues until they are resolved

Self-motivated and able to work on issues independently with limited supervision