Site Engineer

Title: Site Engineer
Nature of the Contract: Permanent, with a probationary period of six (6) months

Responsibility & Reporting:

Direct line: Operations Manager
Working Hours ● (24x7) call-out team and/or shifts

Activities:
● Execute surveillance, performance monitoring, technical maintenance, repairs, physical customer implementation processes, and customer
service support
● Plan, monitor, and coordinate all local customer support activities and report on progress. (Coordinate and execute the customer
implementation process and perform day-to-day client management activities.)
● Co-ordinate and execute maintenance (and security, cleaning), and installation activities

Specific
Responsibilities
1. Execute surveillance, performance monitoring, maintenance and repairs of buildings and equipment
● Execute day-to-day surveillance of buildings and equipment and report all building and customer defects
● Monitor the performance of equipment and installations, and provide input on power usage and capacity planning
● Provide data for input reports, such as electric meter data
● Support in the maintenance and repairs of buildings and equipment in accordance with change requests, Service Level Agreements (SLAs) and Measures of Performance (MOP)
● Co-direct repairs and maintenance executed by external employees and document the performed activities in accordance with change requests, SLAs, and MOP
● Respond to alarms and handle or escalate alarms according to guidelines
● Provide practical direction for external security employees
● Participate in inventory control of supplies
● Make suggestions for improving the quality and effectiveness of the data centre
● Participate in the full continuous (24x7) call-out team and/or shifts
Result: Surveillance, maintenance, and repairs of building equipment are performed in accordance with quality standards and agreed SLAs, adhering to all rules and regulations regarding health and safety.

2. Execute Customer Implementation process
● Act as a first point of contact for customer deliveries and removals,
prepare and plan operational activities, and inform the local security
team
● Provide the CIM team with technical support and act as the first point of
contact for CIM questions both internally and externally before
escalation to CIM
Result: Customers are implemented in accordance with the implementation
plan, quality standards, and agreed SLAs, adhering to all rules and
regulations regarding health and safety.

3. Provide customer service support
● Carry out performance-tuning operations on data centre systems to
ensure high levels of power availability and security
● Support the sales team with pre-sales technical support
Result: Customer interventions and value-added services performed in
accordance with quality standards and agreed SLA’s, adhering to all rules
and regulations regarding health and safety.

4. Perform day-to-day client management activities
● Ensure that the data centre is maintained and operational 24/7 by
providing daily audits and reporting about the performance level of
services
● Support the Operations Manager to maintain all data centre standards,
procedures, health and safety, and day-to-day infrastructure
performance issues
Result: Day-to-day client management activities (including terminations) of
clients are performed in accordance with internal guidelines, policies,
procedures and customer requirements.

5. Learning and Development
● Follow online courses on Data Centre design, construction, and
operations
● Proactively engage with your colleagues to understand more about the
Data Centre industry
Result: Do quarterly reports and presentations on what you have learned

6. Additional Responsibilities
● Perform any additional duties assigned by your Line Manager
● Assist in any other activities that may be required to help your
colleagues from time-to-time
Key Performance Indicators (KPI):
● Adherence with Service Level Agreement (SLA) Requirements for
Uptime, Environmental Metrics, and Security
● Adherence with Service Level Agreement (SLA) Requirements for Mean Time to Install (MTTI) and Mean Time to Resolve (MTTR)
● Undertake a Personal Development Plan (PDP) and complete one level (foundation, professional and advanced)
● Conformance to safety protocols and regulatory compliance requirement