Field Ops Technician

Overview

As a member of Zenlayer, you are action oriented — you understand task priority and the urgency of meeting deadlines. You know who to involve, when to act, and how to troubleshoot network systems and hardware updates. You are a strong team player and ready to infuse passion into your work.

At Zenlayer, we deliver customer service excellence and strive to provide a “WOW” experience to our customers.

Role

As an Internet Field Ops Technician, you will be part of the team responsible for the global operational support of Zenlayer Data Center located at Tai Wan. Your primary responsibility is to monitor smooth processes during shifts and standby to resolve issues that may arise. You will work closely with all levels of the Support Team and are expected to operate, maintain, and monitor the data center’s operating systems to provide 24x7 availability, including holidays, off-hours (graveyard shift), weekends, and vacations when necessary.

Responsibilities

• Complete hardware support work orders and all scheduled data center MACs (Moves/Adds/Changes), including device labeling, power and network connectivity, certification, troubleshooting, and break-fix.
• Maintain a safe and secure operating environment by reporting violations to the direct supervisor, adhering to security and data protection protocols and error logging practices, and supporting operating procedures.
• Maintain asset management and compliance with audit, daily log tracking, thorough documentation, and retention practices.
• Provide smart-hands assistance at various sites within specified SLA response times.
• Provide status reporting regarding data center service availability, performance, and capacity utilization.
• Demonstrate strong working knowledge of server and network hardware/components, copper and fiber infrastructure installation and testing, data center productivity and support tools, applications and software (Windows, Linux, SSH, RDP, Putty, etc.), and DCIM-related tools.
• Coordinate equipment/material receiving, shipping, and RMA processing support as required.
• Provide general cleaning of raised floors, cabinet/rack exterior surfaces, work benches, and other areas as needed.
• On-call duties as needed. Travel for on-site service support or deployment may be required.

Ideal Candidate’s Skills & Qualifications

• Bachelor’s Degree and a minimum of 1 year of IT support experience, or 1+ years’ experience in related computer work, or equivalent combination of experience and education demonstrated in IT/MIS support.
• Self-motivated, detail-oriented, positive in approach, professional, and able to contribute to process improvements.
• Excellent communication skills.
• Basic knowledge of networks, servers, and operating systems; understanding of TCP/IP.
• Ability to use hand tools.
• Ability to lift heavy loads up to 50 lbs. Must be able to work at heights, on ladders, and in confined spaces.
• Ability to travel as needed.
• Ability to rotate shifts including holidays, off-hours (graveyard shift), weekends, and vacations.

Preferred Qualifications

• Any server, OS, network, or data center certifications.