• Fluent in Dutch & English
• At least 2 years of support in data centers experience
• System and Network Architecture: Understand the basics of system and network design
• Server Installation and Maintenance: Familiar with server hardware, installation, and ongoing maintenance.
• Strong communication skills for effective vendor interactions.

1.1.        Smart HAnds and Eyes Support

• Undertake activities such as, but not limited to, perform re-boot of the equipment, power cycle the equipment, check lighted indicators, check console error messages, check cabling or move/replace a cable, replace or insert media/CD into the device, type console commands, verify power to devices, check connectivity, assist in trouble shooting, replacement of hot-swappable power supplies, replacement of hot-swappable disks, escort maintenance vendors, whilst completing any necessary logs to record smart hands activities, Client infrastructure Level 3 teams can request hand and eyes support and while on the phone guide the Data Centre Technician to perform the required tasks. Hand and eyes support, especially when addressing infrastructure or network, storage, or server devices, can take place outside office hours, require on call or scheduled changes.

1.2.        InCident support

• Provide 24/7 Smart Hands and eyes support to remote teams in case of major incidents. Each incident must be traced by a ticket, previously opened, and managed by the remote team. Only incidents which cannot be remotely resolved by service desk have to be dispatched to the Smart Hands team.

1.3.        Service Request fulfilment

• IMACDs related to onsite activities which cannot be performed by service desk. Each IMACD must be traced by a ticket. SLA will be based on the priority defined in the ServiceNow ticket.:

o   Installs:

§  refers to installation of equipment into racks, connection to power, provision of associated cabling and the updating of the DCIM and associated records.

o   Moves:

§  relate to equipment moves.

o   Add:

§  relate to addition of hardware part into an existing equipment, such as memory expansion.

o   Change:

§  relates to hardware change into an existing equipment.

o   Delete/Dispose:

§  refers to recovery and deletion of an equipment no longer in use. If can be followed by a movement to stock, or asset disposal in accordance with local Client procedures and through approved Client suppliers.

1.4.        Stock Management

• Delivery of the Smart Hands service requires stock spares and parts of data centre related products to be maintained. Responsibility for procuring parts and stock equipment may be under client responsibility. However, Smart Hands supplier is responsible for keeping the stock up to date and may need to interface to the OEM for warranty repairs. Stock management entails:

o   Updating stock upon delivery

o   Updating stock when is taken out of stock

o   Updating stock when hardware status changes (e.g. “under repair” to “in stock”)

o   Updating stock when hardware is returned to stock, typically after a Delete IMACD

o   Updating stock when equipment is swapped with another, typically after an incident resolution.

o   Reporting into the asset management process regarding receipt, disposal, and other status changes of stock

o   Doing, at least once a month, a spare parts inventory and raise any discrepancies found to the Client Regional BackBone Lead.

o   Notify Client Regional BackBone Lead if minimal level of stock is reached, to trigger procurement activities to replenish stock.
Stock management may be performed at a client dedicated site, hub or in a Depot. 

1.5.        Tape management / handling

• Responsible for media management (backup tapes). Offsite storage etc.

1.6.        Asset Management

• Responsible for configuration and asset management of Data Centre equipment at rack level

1.7.        DC Projects:

• Help to execute, report, and successfully close projects related to Smart Hands Work Category Rack & Cable Survey Quotation Sent to Originator Work Scheduled Materials Ordered & Delivered

Hemmersbach provides IT infrastructure services in more than 190 countries with 50 own subsidiaries. We deliver exclusively for the leading companies in the IT industry. We go the extra mile – we not only simply enthuse our customers, but also make the world a better place: 20% of our profits go into our Direct Actions Hemmersbach Rhino Force and Hemmersbach Kids’ Family. That’s why Hemmersbach is The Social Purpose IT Company.