DC Support Specialist - (SS-FRW251008 009/01)

Company

Fortune 500 Global IT Services Leader. We utilize the power of technology to provide mission-critical IT services that generate business impact. We are an employer of choice with strong values, fostering a culture of inclusion, belonging, and corporate citizenship in Singapore.

Role

1. Colocation room control: Conduct regular patrols of the colocation room according to a predefined schedule, maintain records of the condition of critical areas, and report any irregularities.
2. Guided access: Guide visitors without Personal ID cards, ensuring they receive appropriate assistance and directions.
3. Monitoring system management (Managed Services): Respond promptly to alarms reported by the customer device monitoring system and take appropriate actions to address and resolve issues.
4. Data center entry/exit for customers: Manage entry applications by reviewing pre-entry applications from internal staff or customers to ensure proper access procedures are followed.
5. Shipping management: Receive, check, and register shipping applications; store and tag parcels for reference; hand parcels to the delivery company; check delivery slips and arrange pick-up dates/times; retain delivery slips for reference.
6. Receiving management: Receive and check receiving applications, register schedules as necessary, receive parcels from shipping companies, store them, tag for reference, and hand to customers.
7. Common facility management: Manage and arrange usage schedules efficiently to ensure smooth operations and optimal resource utilization.
8. Rental item management: Verify the presence and condition of rental items such as tools and monitors nightly; inspect for cleaning or repair as needed; oversee rack shelf plates and request additional plates when necessary.
9. Carry-in / carry-out: Manage the process of receiving, checking, and scheduling carry-in/out applications; ensure forms are properly filed.
10. Remote hands: Provide basic remote hand services by handling requests via calls, emails, or portal notifications; ensure prerequisites are met, report completion to customers, and maintain operation logs for billing; manage run books for easy nightly storage and access.
11. Notifications to customers: Send regular maintenance notifications to customers; in emergencies, inform customers about incidents and escalate to management for swift resolution when needed.
12. Customer support (Service desk): Handle incoming inquiries via phone or email; address general questions promptly and escalate to a supervisor when needed.
13. Quality management: Track and generate reports on a shift, daily, or monthly basis.
14. Tape handling: Load and unload backup tapes according to the runbook and schedule, following established procedures.

Qualifications & Requirements

• ITE or equivalent
• Minimum 1 year of experience in a data center environment or IT background
• Able to communicate clearly in English
• Able to follow the operation manual
• Team player
• Shift work (8:00 AM – 8:00 PM / 8:00 PM – 8:00 AM)
• Good customer care and communication skills
• Proficient with PC and office applications

Benefits

• Shift allowance
• Performance bonus