Summary

This IT infrastructure engineer role troubleshoots and resolves data centre server, firmware, and hardware issues, including RMA processing and vendor warranty replacements. The position serves as a technical escalation point for L1 and L2 technicians while improving support processes, documentation, and training.

Responsibilities

• Troubleshoot firmware and server hardware issues
• Execute workarounds for infrastructure hardware failures
• Support escalations for L1 and L2 technicians
• Create hardware support processes and documentation
• Manage vendor warranty replacement requests
• Improve support training materials and processes