On-Call Infrastructure Support Engineer — Data Centers

Joblaunch; Pirkanmaa; Vor Ort; EUR 42.000 - 70.000; Vollzeit

Zusammenfassung

Joblaunch in Pirkanmaa, Finland, seeks a skilled technical support and operations professional to manage incoming support requests, meet SLAs and document resolutions, all to improve system reliability and customer satisfaction.

You will work within ITIL processes, use Zendesk, and collaborate with data centers and project teams. Standby duties and on-site data centre visits may be required; strong English/Scandinavian communication is valued.

Qualifikationen

• Experience in technical support and incident management.
• Ability to work within ITIL framework.
• Experience with Zendesk or similar ticketing systems.
• Knowledge of networking principles and industrial protocols (Modbus).
• Engineering background in automation/electrical/mechanical fields.
• Strong written and spoken English; Scandinavian languages a plus.
• Willingness for standby duty and on-site data centre visits.
• Experience creating knowledge base documentation and maintaining documentation.

Aufgaben

• Handle incoming technical support requests and ensure timely resolution and clear communication.
• Participate in standby duty program to address urgent issues outside regular hours (on-site visits possible).
• Adhere to SLA requirements and prioritize tasks to meet response and resolution targets.
• Use internal systems to document and manage service requests and maintain organized records.
• Collaborate with project teams providing technical recommendations for successful outcomes.
• Provide expert technical support, diagnose and resolve issues, address inquiries promptly.
• Maintain comprehensive documentation for supported systems and configurations.
• Regularly update technical documentation to reflect changes and improvements.
• Troubleshoot integration issues and data centre operation challenges to ensure system reliability.
• Coordinate with data centre teams for required tasks and ensure high uptime.
• Engage with customer teams, offering technical expertise and support to strengthen partnerships.
• Proactively contribute to improving the company's QIS management system.

Kenntnisse

BMS engineering experience

Project execution experience

Customer interaction experience

ITIL framework knowledge

Knowledge of system design best pract​

Network troubleshooting

Industrial protocols (Modbus)

Process/automation understanding

Software components integration

English + Scandinavian communication

Ausbildung

Technical education in automation, electrical or mechanical engineering

Tools

Zendesk

Jobbeschreibung

Joblaunch in Pirkanmaa, Finland, seeks a skilled technical support and operations professional to manage incoming support requests, meet SLAs and document resolutions, all to improve system reliability and customer satisfaction.

You will work within ITIL processes, use Zendesk, and collaborate with data centers and project teams. Standby duties and on-site data centre visits may be required; strong English/Scandinavian communication is valued.