Role Overview
The L1 Field Engineer (Smart Hands) provides on-site operational support for data centre infrastructure, covering network, servers, and storage systems.
The role focuses on first-level troubleshooting, physical interventions, and support for remote L2/L3 engineers to ensure SLA compliance.
The L1 Field Engineer (Smart Hands) will be deployed as a resident engineer at the customer's data canter, providing dedicated on-site support for daily operations and maintenance activities. The engineer will work closely with the customer's DC operations team, taking direction on day-to-day tasking while adhering to agreed service levels and RTA operational procedures. Responsibilities include executing hands-on activities for network, server, and storage infrastructure, supporting incident response, and coordinating with RTA's remote L2/L3 teams. The engineer is expected to maintain clear communication, provide timely updates, and ensure all activities are properly documented and aligned with the customer's operational requirements.
Key Responsibilities
1) Network Support (L1)
- Rack & stack of network devices (switches, routers, firewalls)
- Patch cabling (fiber & copper – LC, SC, RJ45, DAC)
- LED / port status checks
- Replace failed components:
- SFP/QSFP transceivers
- Power supplies
- Fan modules
- Assist in:
- Port activation / deactivation (guided by L2)
- Basic connectivity checks (link up/down)
- Labelling and cable management
2) Server Support (L1)
- Rack & mount servers (Dell, HPE, etc.)
- Power cycle / reboot (graceful or hard reset as instructed)
- Replace field components:
- HDD / SSD
- RAM
- PSU
- NIC cards
- Check hardware alerts (LED / iDRAC / iLO guided)
- Assist with:
- OS installation (remote guidance)
- BIOS / firmware upgrade (as instructed)
3) Storage Support (L1)
- Disk replacement (hot swap – Unity, PowerStore, Isilon, etc.)
- DAE / enclosure checks
- Cabling (FC / iSCSI)
- LED fault identification
- Assist L2/L3 with:
- Controller reboot
- Health checks
- Ensure proper labelling of disks and slots
4) Data Centre Operations
- Rack & stack (servers, storage, network equipment)
- Power connection (PDU / dual power validation)
- Cable routing & management
- Equipment relocation / decommissioning
- Inventory check & asset tagging
- Escort vendors / engineers within DC
5) Incident & Request Handling
- Respond to tickets within SLA:
- Incident tickets
- Service requests
- Perform initial diagnosis:
- Identify hardware vs network vs configuration issue
- Escalate to L2/L3 with proper logs / photos
- Provide real-time updates to remote teams
6) Remote Hands Support
- Execute instructions from remote engineers (NOC / TAC / L2/L3)
- Console access support (via crash cart / console cable)
- Capture logs, screenshots, and error messages
- Perform guided troubleshooting steps
7) Documentation & Reporting
- Update service tickets with:
- Actions taken
- Findings
- Photos (before/after)
- Maintain:
- Asset inventory
- Rack layout documentation
- Submit service reports (SR) after each activity
