Takes over escalated or more complex local data center incidents and identifies technical causes in the areas of hardware, cabling, rack, power, port, connectivity, storage, backup, network and security components.
Coordinates local service restoration efforts and liaises with remote operations, global providers, customer contacts, facility teams, security teams, third-party vendors, architecture teams, and hardware manufacturers.
Conducts technical assessments and on-site analyses for physical infrastructure issues, such as hardware failures, recurring malfunctions, temperature or airflow deviations, power/PDU issues, faulty cabling, port problems, fiber optic/fiber optic problems, or incomplete documentation.
Plans, coordinates and supports standard and non-standard changes as well as firmware, patch and lifecycle measures for local infrastructure components, including preparation, dependency checking, implementation, fallback planning, documentation and follow-up.
Supports and coordinates build and operate activities for managed compute, managed storage, managed backup, and managed network and security, including installation, hardware configuration, power and cabling requirements, maintenance, component replacement, hardening, decommissioning, and DR support.
Provides technical coordination of rack & stack, hardware refresh, hardware diagnostics, spare parts coordination, decommissioning, data wipe and physical removal of hardware.
Analyzes and quality-assures more complex fiber optic/fiber optic and structured cabling issues in racks, patch panels and cable trays.
Provides support with fiber optic quality testing and evaluates measurement protocols, e.g., OTDR or BER measurements, if required in operation; splicing work is not a core task, knowledge or coordination of relevant specialists is desirable.
Evaluates and coordinates structured cabling requirements, including requirements capture, cable type, source/destination port, cable routing, labeling, cable diagram, connectivity test, cable reset, replacement of defective cables and documentation with customer sign-off, as provided for in the process.
Documents infrastructure changes, cabling, measurement logs, technical evidence and implementation details in the ITSM, asset, CMDB or documentation system and ensures the quality of operational, rack, cabinet, cable, serial number and knowledge documentation.
Takes over coordination and quality assurance of spare parts and asset management within the local data center scope.
Supports local problem management, audit, compliance, reporting and service review activities by analyzing recurring error patterns, providing relevant evidence and translating improvements into SOPs, knowledge articles, CMDB, cable diagrams or operational documentation.
Provides technical support to L1 technicians for more complex tasks, escalations, or quality-critical implementations, and ensures that local work complies with access control, physical security, cyber security, data wipe, decommissioning, change, maintenance window, and customer requirements.
Proactively identifies opportunities for work optimization, standardization, automation and improvement of local service quality and, if required, undertakes technical project work, e.g. infrastructure modifications, hardware refresh, decommissioning, migrations, audit remediation, DR/BCP exercises or capacity/rack optimizations.
Knowledge, skills and attributes
Fluent German and English skills, as well as the ability to communicate professionally and across cultures in customer environments, with remote teams, vendors, architecture, security, facility and international contacts.
Confident handling of ticketing systems, ITSM systems such as ServiceNow, and common monitoring or alerting tools; structured documentation of testing, analysis, implementation, escalation, and solution steps.
Good knowledge of physical data center infrastructures, especially compute hardware, storage systems, backup infrastructure, tape libraries or backup devices, network components, security appliances, racks, PDUs, patch panels, transceivers and physical connectivity.
Knowledge of structured cabling systems, e.g. copper, fiber optic, MTP/MPO, LC/SC patch panels, patch/route routing, as well as experience with fiber optic measurement technology and quality testing, e.g. OTDR or BER measurements, is desirable.
Experience in the technical analysis and coordination of more complex on-site activities such as hardware diagnostics, component replacement, cable analysis, rack/power/airflow testing, vendor coordination, decommissioning, data wipe and physical infrastructure testing.
Knowledge of firmware, patch, hardware lifecycle, asset, spare part, incident, service request, change and problem management processes in the data center environment.
Ability to track technical actions transparently in ticketing systems, operational documentation, CMDB and knowledge base.
Understanding of ISO 27001-oriented security, access, documentation and compliance requirements.
Ability to plan activities and projects in advance, to identify technical dependencies, to assess risks, and to act in a structured, calm, and solution-oriented manner in critical operational or escalation situations.
Academic qualifications and certifications
A completed technical education, degree or comparable practical experience in the field of IT infrastructure, data center operations, systems engineering, network engineering, electrical engineering or related technical disciplines is desirable.
Relevant certifications in the areas of data center, server, storage, network, hardware or IT service management are desirable, e.g. ITIL Foundation, CompTIA Server+, CompTIA Network+, Cisco CCNA, VMware Fundamentals, Microsoft/Linux Fundamentals or manufacturer-specific hardware certifications.
Additional training in data center physical security, ESD, structured cabling, fiber optic technology, occupational safety, data wipe, change management, vendor hardware maintenance, or DC facility awareness is advantageous.
Willingness to participate in shift, standby or on-call duty models, if provided for in customer service; Class B driving licence desirable or required for deployment across multiple locations.
Required experience
Several years of experience in troubleshooting and on-site support in data center, network, system, hardware, storage, backup or monitoring services within a medium to large ICT organization.
Practical experience in handling physical data center infrastructure, especially rack & stack, cabling, labeling, hardware replacement, remote hands, IMACD, break/fix, vendor escort, cable connectivity and documentation.
Several years of experience with structured cabling and fiber optic technology in data center environments are desirable.
Experience in handling escalated tickets, technical analysis, change support, problem management assistance, root cause-oriented error assessment, and structured handover to remote operations, L3, vendor, architecture, or customer teams.
Secure handling of ticketing systems, SOPs, runbooks, change approvals, maintenance windows, security policies, customer specifications, data center access processes, and maintenance or quality assurance of CMDB, asset, spare parts, rack, cable, serial number, site and operational documentation.
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