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This job was posted more than 40 days ago...

BMS/DCIM Support Engineer

Permanent  for Resourcing Group Anywhere

My client specialises in the design, build, optimisation and on-going management of data centres. They currently have an opportunity for a BMS/DCIM Support Engineer to join their teamJob SummaryThe job holder will form part of a team responsible for the implementation and ongoing support of data centre management solutions including; Data Centre BMS, control, automation and DCIM (Data Centre Infrastructure Management) toolsetsTo support the continued expansion of our DCMS offering, they are looking for a support engineer to provide the following key functions;* Be responsible for providing 1st and 2nd line telephone support to customers and internal teams on the BMS and DCIM suite* Assist wider service team with on-site support at customer data centresAs competencies develop there will be a requirement to;* Assist with scheduled on-site maintenance visits* Assist with on-site DCMS installationsIdeally you will be a well-established support engineer with experience with BMS and DCIM experience a bonus. However this maybe an opportunity for a quick learning, keen, IT focused professional with an eye for detail and strong customer service skills to learn and be trained in the companies DCMS to fulfil these functions.Role specifics* Be responsible for managing support requests including;o Receiving incoming support request by phone or emailo Logging within ticketing and CRM toolso Carry out initial support enquiry (remotely where possible or via telephone support with customer)o Ensuring clear understanding of nature of support, technical details, priority and actionso Engage with DCMS and wider teams to evaluate support options and possible resolutionso Carry out remote support or organise and facilitate 3rd party supporto Fully manage follow up actions and complete support report documentationo Diligently keep CRM tools and customer updated* Where on-site support is required the applicant will be responsible for liaising with all parties to;o Understand nature of on-site works required including scope and risko Attain and review all SHE (Safety, Health and Environment) documentation requiredo Organise site access with all parties (support provider, customer and internal teams) including submittal of access requests and SHE documentationo Validate all support works either remotely or on-site to ensure successful resolutiono Fully manage follow up actions and complete support report documentationo Diligently keep CRM tools and customer updated* The applicant will also be responsible for or to contribute towards the following;o Ensuring support provided is aligned to support purchased by customerso Managing warranty of DCMS hardware and software including replacements and returnso Managing 3rd party service/support contracts on DCMS hardware and softwareo Managing and updating failure logs, support performance statistics, lessons learned documentation and knowledge base* To be assist in the ongoing development of the DCMS toolset including;o Carrying out functionality and usability reviews with the client and wider teamso Developing, testing and implementation of new features and toolso Be a key contributor to new innovations Essential experience relevant to the role:* Experience in interfacing with other teams and with customers* Good communication skills for liaising with 3rd party suppliers and contractors* Diligent approach to keeping records updated* Ability to troubleshoot and fault-find through disparate systems* An understanding of TCP/IP networking, application and transport layers* A good understanding of industry standard network control communications protocols including SNMP, BACnet and ModbusFor more information on the role, please don’t hesitate to contact Jon Kelson on 0207 264 3473

Job added on 02-06-2014