Field Engineer

Oracle; United Arab Emirates; On-site; AED 120,000 - 160,000; Full time

Job summary

A leading technology company is looking for a professional to oversee technical support and installations. The role requires experience in IT infrastructure and server administration, alongside strong communication skills. The position demands on-site work in Abu Dhabi and the ability to manage complex technical tasks while ensuring high levels of customer satisfaction.

Qualifications

• Bachelor of Science degree in Computer Science, Information Systems OR equivalent experience.
• Experience in IT Infrastructure support and server administration.
• Good command of English and strong communication skills.

Responsibilities

• Deliver technical support and service programs effectively.
• Act as liaison between technical and non-technical teams.
• Provide solutions to customer issues and uphold customer satisfaction.

Skills

Technical support expertise

Communication skills

Problem-solving abilities

Service-oriented mindset

Education

Bachelor of Science degree in Computer Science or equivalent

Tools

Linux and Windows Servers

Networking fundamentals (DNS, TCP/IP)

Data center design knowledge

Job description

Overview

Responsible for effective delivery of technical support and installations. This will include break-fix tasks, includes hardware, network, cabling and rack deployments, site planning, problem escalation and managing installations in an Oracle Cloud Infrastructure (OCI) datacenter. Prioritize ticketing queues, resolving escalations, and clearing blocking issues to enable continued delivery of technician activities in accordance with internal polices and service level agreements. Provide 24x7 site coverage for Oracle OCI datacenter sites. This job requires on site work in Abu Dhabi.

Responsibilities

• Act HW as support expert liaison to other technical teams & non-technical teams (networking, compute, compliance, business operations).
• Understand internal customer problem and provide technical solution in timely manner.
• Participate in the installation, monitoring, maintenance, support, and optimization of all production server hardware.
• System board level repair and fault diagnosis to SLAs.
• Planning and commissioning new rack positions.
• Involvement with the design and commissioning of new whitespaces.
• Structured cabling installation is a significant part of this position.
• Keep up with the latest technologies and apply them appropriately.
• Adherence to defined Health & Safety processes at all times.
• Working as part of a multi-disciplinary team without friction.
• Additional on premise work at customer locations may be required.

Qualifications / Requirements

• About the candidate: Bachelor of Science degree in Computer Science, Information Systems OR equivalent work experience.
• Experience in IT Infrastructure support and server administration in a mid-sized environment (200 - 1000+ server systems).
• Experience with data center M&E equipment.
• Demonstrated examples of a drive to dig into the details of a system or process to solve customer problems.
• Experience working in a “mission critical operations” environment.
• The position involves on-call which means you should have a driving license and be able to reach out to the Data Center site within 60 mins approximately and may require working in cramped spaces or elevated locations.
• Ability to speak confidently and to communicate clearly in a virtual environment.
• Strong adherence to processes and be a Process Champion.
• Good communication skills (oral & written) and ability to interact professionally with a diverse group of customers and staff.
• Experience providing client-facing, direct customer support and service.
• Ability to work productively in remote cross-functional teams or resourcefully and independently as an individual.
• Highly service-oriented, reliable, responsible, self-motivated.
• Good English command.
• Required Data Center experience: Basic knowledge of data center design, including electrical and cooling plant & operation thereof; Basic knowledge of airflow management (hot aisle, cold aisle, containment); Rack, stack equipment including commissioning of new racks; Strong structured cabling skills on fiber & copper (looming, term & test).
• Required systems & hardware expertise: Systems administration (Linux and / or Windows Servers); Hardware repair, diagnosis & break / fix; Networking fundamentals (DNS, TCP / IP, basic troubleshooting); IT Hardware Concepts (RAID, SAN, x86 architecture, SCSI, FC, ethernet, iLO); Base Operating System Installs and configuration; Core OS Services: SSH, Telnet, RDP, FTP, NFS, DNS, DHCP etc.

Role Responsibilities and Requirements

• Act HW as support expert liaison to other technical teams & non-technical teams (. networking, compute, compliance, business operations)
• Provide a high level of customer satisfaction through the effective delivery of technical support and service programs. Customer support specifications may include product performance / maintenance, product installation, project management, site planning and professional services. Pro-actively coordinates resources, problem resolution, problem escalation, and the use of system level diagnostics. Understands service processes and options that are linked with the customers specifications. Able to identify and solve a wide range of problems. Needs a 24-hour commitment to support customer specifications which may also be fulfilled by participation in the regional standby rotation. Works primarily at customer sites.
• Career Level - IC3