Data Centre Remote Technical Support Engineer

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Data Centre Remote Technical Support Engineer based in India. This is an opportunity to join a technical support environment focused on maintaining reliable, high-performing data centre services for enterprise clients. You will provide Level 2 remote technical support, diagnosing incidents and driving issues through to effective resolution. The role covers a broad infrastructure landscape, including networking, storage, servers, virtualization, backup, security and related data centre technologies. You will work closely with clients, vendors, carriers and internal technical teams to investigate problems and restore services efficiently. Strong attention to SLAs, incident management, documentation and preventative action will be essential to your success. The position offers exposure to enterprise technologies and complex technical environments while strengthening your troubleshooting and support expertise. You will work in a collaborative, customer-focused setting where proactive problem solving and service quality are highly valued. Manage Level 2 remote technical support requests, ensuring incidents and service requests are handled according to established processes, procedures and service-level agreements. Investigate, diagnose and resolve technical incidents using service assurance tools, monitoring platforms, technical documentation and performance data. Prioritize incidents appropriately, identify root causes, implement agreed remedies and preventative measures, and escalate unresolved issues to the relevant technical teams. Provide service recovery and ensure incidents are accurately documented, updated and closed in accordance with operational standards. Monitor service delivery against SLAs, maintain accurate service records and proactively identify opportunities to improve service performance. Perform agreed maintenance activities and use knowledge articles effectively during diagnosis and resolution, contributing updates when required. Maintain accurate and secure configuration information for configuration items, applying appropriate processes to protect infrastructure assets from unauthorized changes. Coordinate repairs, product requests and technical interventions with colleagues, vendors, carriers and other stakeholders to ensure efficient incident resolution. Provide clear and regular communication to clients and affected stakeholders while maintaining accurate updates across ticketing systems, portals and service management tools. Identify recurring problems and potential failures before or as they occur, ensuring incidents are logged with sufficient technical detail for effective investigation and follow-up. Apply specialist knowledge across supported data centre technologies and provide detailed technical guidance where required. Requirements: Bachelor’s degree or equivalent qualification in Information Technology, Computing or a related technical discipline. Professional-level certifications in data centre technologies are desirable, such as Cisco, NetApp or EMC certifications, including qualifications such as CCNP Data Center or ONTAP. Moderate-level professional experience in technical support, remote data centre support, incident diagnosis and troubleshooting. Hands-on knowledge of networking technologies, including routing, switching, distribution, core and access layers, as well as security and firewall environments. Experience with data centre infrastructure such as storage, backup, computing, server virtualization and related technologies. Working knowledge of call centre routing and Voice over IP technologies is advantageous. Familiarity with management agent concepts, redundancy concepts and remote console architectures within supported technical domains. Exposure to vendor technologies such as Cisco, EMC, Dell and Avaya. Strong understanding of technical documentation a