1st Line Support Engineer
New
K
KMC Solutions IncIT Support
United States, 24/7 shift rota; initial training and collaboration align with German business hoursFull-TimeEntry
Salary not disclosed
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Job Details
- Experience
- 3+ years
- Required Skills
- JiraLinuxNetworking
Requirements
- 3+ years of experience in 1st Line, Service Desk, or NOC support roles.
- Demonstrated regular usage experience with Jira or similar ticketing and alerting systems.
- Basic understanding of data center operations and colocation services.
- Basic understanding of cloud concepts.
- Linux fundamentals.
- Server hardware knowledge.
- Networking fundamentals (TCP/IP, ports, switches).
- Understanding of power and cooling concepts in a data center environment.
- Strong written and verbal communication skills.
- Ability to remain calm and methodical during incidents.
- Participation in a 24/7 rotating shift pattern, including nights, weekends, and public holidays.
- Reliable internet connection and suitable working environment.
Responsibilities
- Act as the first point of contact for all customer incidents, service requests, and enquiries via Jira Service Management.
- Accurately log, categorise, prioritise, and assign tickets according to agreed SLAs.
- Perform initial triage and troubleshooting for data center and colocation issues including power alerts and network connectivity.
- Dispatch and coordinate onsite Smart Hands to perform physical tasks like cold cycles, visual inspections, and cabling checks.
- Monitor infrastructure alerts, environmental systems, and service dashboards.
- Identify recurring issues and contribute to problem management activities.
- Maintain clear documentation of actions taken and outcomes in line with established SOPs and runbooks.
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