Outposts Field Engineer

DESCRIPTION

Job summary

The DCO Field Engineer I (“DCO Field Engineer”) generally works outside of AWS data centers, traveling 40%-60% on average, to deploy and maintain AWS cloud computing infrastructure within onsite customer premises, external data centers, and/or co-location facilities. Given this role is external customer and/or external business partner-facing, DCO Field Engineers must have strong technical acumen, professionalism, excellent communications, and a passion for always providing the best technical customer servicing possible. This role is responsible for the direct installation and servicing efforts associated with AWS cloud solutions that are designed to bring the cloud closer to our customers, including Frontier, Outposts and other AWS services. The DCO Field Engineer influences at the peer level and may be asked to contribute to the development of SOPs, training curriculum and/or projects outside their immediate day-to-day technician work.

We are looking for a Field Data Center Technician who is highly autonomous and possesses a “can do” attitude. In this client facing role, you will travel to client locations and/or between AWS sites, both locally and internationally, to install, service, and retrieve AWS equipment. You will be expected to manage your time onsite and coordinate materials and labor to ensure high standards and best-in-class client servicing expectations are met in the most efficient way possible. As a Field Data Center Technician, you will support the development of other team members, actively participate in and lead efforts that enhance operational capabilities, and program manage various aspects of the day-to-day operations, to include larger client installations, SOP development, and other initiatives. Most importantly, you will leverage your experience building relationships along with your passion for technology to help AWS teams and customers achieve amazing results every day!

As a Field Data Center Technician, you will deploy and maintain AWS cloud computing infrastructure across a number of locations, including onsite client premises and/or customer data centers. This is a customer-facing role and requires professionalism, excellent communications, and a passion for always providing customers with the best customer service possible. Your activities will include (but are not limited to):
• Conducting site assessments at client facilities to proactively prepare for the onsite installation of AWS equipment
• Installing/expanding AWS infrastructure at the client premises, customer data center, and/or co-located data center environment
• Troubleshooting network installations & configurations, to include basic break/fix and/or decommissioning, as appropriate
• Serving as lead and/or primary point of contact for client escalations and/or complex troubleshooting requirements
• Leading and influencing safety & security initiatives that raise the bar on a larger scale (influence across teams/regions, etc.)
• Proactively identifying and implementing strategies that prevent support issues and/or further enhance the client experience
• Leading efforts to develop standard operating procedures (SOPs) and tools that improve operational efficiencies across the team
• Actively mentoring and training other technicians, to include participating in new-hire onboarding and certification processes, consistently fostering an environment in which all team members can excel
• Partnering with and/or supporting third-party contractors to enable a seamless client experience while meeting established SLAs
• May lead larger projects that require cross-functional alignment and support, including large-client installations, global-reaching business initiatives, and/or development of mechanisms to support growth
• May be required to work outside of standard working hours, to include nights and/or weekends (on-call rotations and/or on demand escalations) in support of client scheduling and/or time-sensitive escalations

Physical Requirements:
• Physical ability to push and/or pull heavy objects into position (regularly lift up to 49 lbs and participate in team lifts of 50 lbs)
• Ability to on occasion work in cramped spaces, elevated locations and/or at heights and from ladders, as required

Travel Requirement:
• Frequent travel (60% on average to both domestic and international client locations) required

BASIC QUALIFICATIONS

• 4 years of experience working in a data center operations or equivalent environment
• 2 years of experience with data center equipment and rack build/installation efforts
• 2 years of experience working with networking protocols/technologies (TCP/IP, Ethernet, L2/L3)

PREFERRED QUALIFICATIONS

• Degree in a technical field or 4 years of data center operations work experience
• Experience in a client-facing role, with the proven ability to manage and effectively communicate expectations to clients
• Strong interpersonal, written, and verbal communication skills, with the proven ability to effectively manage through conflict
• Proven ability to troubleshoot complex IT problems, solving for issues at the root-cause level
• Ability to operate autonomously and manage to a schedule – excellent prioritization and time management
• Understanding of power feeds/redundancy, ATS, hot/cold aisles, rack build/installation, networking hardware (cabling, switches, servers), inventory management, and associated troubleshooting
• Experience participating in/leading efforts to automate processes and/or implement tools/SOPs that enhance operational efficiencies
• Proficiency in network operating systems (Cisco IOS, NX-OS, Junos) and basic understanding of Linux/Unix configuration
• Industry standard certifications (CompTIA, Cisco, etc.)
• Experience with leading projects