Technology Customer Engineer (HPC)

We are looking for a Technology Customer Engineer to join us to provide Hardware and Software support onsite on large HPC (High Performance Computing) systems for a prestigious UK customer located in the Heathrow and Slough area.

As a resident technical Customer Engineer, you will be working as part of a dedicated team to deliver reactive support to ensure compliance with a strict SLA (Service Level Agreement) associated with the contract. All necessary product training will be provided along with mentoring from colleagues within the site team to enable the successful candidate to provide the level of support required.

The tasks will include (but not limited to):

• The primary role is to carry out the troubleshooting of hardware and triage of failures on nodes.
• The engineer will be made aware that HPC parts can be heavy. System blades vary in weight from 24Kg to nearly 30kg.
• Server lifts are used to remove/install the system blades.
• The engineer must document the fault accurately for each faulty piece of hardware to enable the onsite team a chance of repairing the items.
• The engineers must be self-motivated to look for work by monitoring the onsite ticket system.
• The engineer will learn to elevate cases when required so that additional help can be requested.
• Work as part of a dedicated team to deliver support on advanced HPC hardware and software technologies.
• Maintain meticulous records of planned maintenance actions and outcomes within the case management systems.
• Ensure compliance with customer rules for change management controls.
• Provide a professional and positive approach to the customer in the execution of all duties.
• Follow technical escalation procedures to ensure critical issues receive maximum focus.
• Must be able to obtain Security clearance.

Required skills and attributes:

• Server repairs.
• Knowledge of parallel filesystems, such as Lustre, is desirable.
• Possess an analytical approach to problem solving and be fully committed to drive issues to conclusion.
• Excellent communication skills, both written and verbal are required.
• An ability to stay calm and professional under pressure while working to strict deadlines is essential.
• The candidate should be flexible and be able to travel when required.
• Working in Datacentres.
• Competent dealing with Call management.
• Competent with Microsoft Office and similar software.
• Confident, collaborative working style & exceptional customer service skills being able to communicate effectively at all levels.
• Highly organised with the ability to work in a fast-paced, structured manner to meet tight deadlines.
• Proactive approach to work activities & support of colleagues.
• Demonstrated ability to recognise and react to situations with a sense of urgency and problem ownership.

Desirable:

• Server repair and upgrade.
• Have good knowledge of working in Data Centres.
• Knowledge of data cabling.
• In-depth working knowledge of Linux.
• Knowledge of parallel filesystems.

At CDS, we are an equal opportunity employer. We attract and retain the best-qualified individuals available, without regard to race/ethnicity, religion, gender, sexual orientation, age, or disability.