Technical Support Engineer

About the role

This role involves proactive monitoring and operational support of Huawei infrastructure in a Data Center environment, including monitoring, basic troubleshooting, and health checks on various Huawei devices such as OceanProtect X8000, OceanStor Dorado 6000 V6, FusionCube 1000, CE Series Switches, S5731 Management Switch, USG6725F Firewall, TaiShan 200, HiSec Insight, and iMaster NCE-Fabric.

Key responsibilities

• Perform proactive monitoring and operational support on Huawei infrastructure in Data Center

• Conduct monitoring, basic troubleshooting and health checks on Huawei devices including storage, switches, firewalls and servers

• Monitor device conditions, service status, resource utilization, connectivity, alarms and events

• Perform first level troubleshooting on hardware and software issues on Huawei devices

• Conduct initial checks on alarms, logs, connectivity, interfaces, ports, services and resources before escalation

• Handle incidents and create trouble tickets for each incident

• Perform initial analysis of incident severity and impact

• Escalate incidents to L2/L3 or Huawei Principal/Vendor when issues cannot be resolved at L1 level

• Follow up on escalated incidents until resolution is obtained

• Perform backup and restore of configurations and/or data according to established procedures

• Support preventive and corrective maintenance activities on Huawei infrastructure

• Conduct periodic health checks and document results

• Assist with patching, updates and configuration changes following Change Request procedures

• Monitor after incident resolution to ensure service stability

• Support provisioning, monitoring, troubleshooting, reporting and daily operations of Data Gateway services

• Assist with swingover/failover processes according to operational procedures

• Create reports on operational activities, incidents, troubleshooting, escalations and preventive maintenance

• Coordinate with PLN Icon Plus team, L2/L3 Engineers and Huawei Principal/Vendor

• Provide knowledge transfer and document troubleshooting based on handled incidents

• Provide 24x7 technical support according to shift schedule and operational needs

About you

• Minimum S1 degree in Information Technology, Information Systems, Computer Engineering, Electrical Engineering or related field

• Minimum 1 year experience as Huawei Technical Support Engineer, Huawei Network Engineer, Huawei Infrastructure Engineer, Data Center Engineer, System Engineer, Network Engineer, Technical Support Engineer or similar position

• Experience or technical understanding of Huawei Infrastructure

• Basic understanding of several Huawei products including OceanProtect X8000, OceanStor Dorado 6000 V6, FusionCube, CE Series Switch, USG Firewall, TaiShan Server, iMaster NCE and HiSec Insight

• Understanding of basic concepts: Server Infrastructure, Storage, Backup & Restore, Virtualization, Network, Firewall, Data Center, Monitoring, Incident Management and Troubleshooting

• Capability to perform basic troubleshooting on Huawei Storage, Server, Switch, Firewall and Virtualization

• Understanding of VLAN, TCP/IP, routing, switching, interface/port, connectivity and network troubleshooting concepts

• Understanding of basic storage concepts such as capacity, utilization, disk, storage health and backup

• Understanding of basic virtualization and infrastructure management concepts

• Capability to read alarms, events and logs for initial troubleshooting

• Understanding of ticketing processes, escalation, incident handling and SLA/SLG

• Good analytical thinking and troubleshooting capabilities

• Good communication and coordination capabilities

• Ability to work disciplined according to SOP and Change Request procedures

• Huawei technical certification level Associate or equivalent is an advantage

• Willing to work on-site and 24x7 shifting

• Willing to be placed in Data Center area Jabodetabek according to operational needs