DC Support Specialist (SS-FRW260325 014/03)

DC Support Engineer

We are in search of talented and aspiring DC Support Engineer to join our team. In this role, you will leverage your expertise to safeguard information systems and enable secure operations.

Role & Responsibilities

• Colocation room control
  • Conduct regular patrols of the colocation room according to a predefined schedule.
  • Maintain a record of the condition of critical areas and respond appropriately or report any irregularities to the appropriate person.
• Guided access
  • Guide visitors who do not have Personal ID cards, ensuring they receive appropriate assistance and directions.
• Monitoring system management (managed services)
  • Respond promptly to alarms reported by the customer device monitoring system and ensure appropriate actions are taken to address and resolve issues.
• Data center entry/exit for customers
  • Manage entry applications by receiving and reviewing pre-entry applications from internal staff or customers to ensure proper access procedures are followed.
• Shipping management
  • Receive, check, and register shipping applications; store and tag parcels for future reference; and hand parcels to the delivery company.
  • Check delivery slips, arrange pick-up dates and times, and keep delivery slips for future reference.
• Receiving management
  • Receive and check receiving applications; register schedules as necessary; receive parcels from shipping companies; store them in storage; tag them for future reference; and hand them to customers.
• Common facility management
  • Manage and arrange usage schedules efficiently to ensure smooth operations and optimal utilization of resources.
• Rental item management
  • Verify that all rental items (e.g., tools and monitors) are present nightly, ensuring completeness, and inspect their condition for cleaning or repair if needed.
  • Oversee and manage rack shelf plates, understand their usage, and request additional plates from appropriate parties when necessary.
• Carry-in / carry-out
  • Manage the process of receiving, checking, and scheduling carry-in/out applications as needed.
  • Ensure filled-in and used applications are properly booked.
• Remote hands
  • Provide basic remote hand services by receiving request calls or emails from customers and notifications from portals.
  • Ensure prerequisite conditions are met before performing requested operations, report completion to customers, and maintain operation logs for future billing.
  • Manage run books by ensuring they are properly stored every night for easy access and organization.
• Sending notifications to customers
  • Perform scheduled maintenance by sending email notifications to keep customers informed about upcoming maintenance.
  • In the event of emergency maintenance, promptly notify customers about incidents and escalate to management for swift resolution when necessary.
• Customer support (service desk)
  • Handle incoming phone calls and address customers’ general inquiries promptly via phone or email, escalating to the Supervisor when required for resolution.
• Quality management
  • Keep track of and generate reports on a shift, daily, or monthly basis.
• Tape handling
  • Perform loading and unloading of backup tapes according to the customer’s runbook and schedule, ensuring adherence to established procedures.

Qualifications

• 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
• Shiftwork (8:00AM–8:00PM / 8:00PM–8:00AM)
• Good customer care and communication skills
• Able to use a PC and office applications

Benefits

• Shift allowance
• Performance bonus
• On-the-job training
• Opportunities for professional development and career growth
• Collaborative and supportive work environment