Remote Hands Engineer

Role description:

The Remote Hands Engineer is responsible to the Supervisor for all aspects of Data Center Operations regarding the Remote Hands Team, is accountable for adhering to their work schedule and requirements to ensure that our service can continue uninterrupted 24 hours/7 days a week (24x7). Duties are to be completed on a prescribed schedule while meeting customer expectations and satisfaction.

Responsibilities:

• Monitor incoming tickets for processing from the ticketing portal or via email and respond based on SLA.
• Provide support to clients/users over the ticketing portal, phone or via email.
• Perform power verification, power cycling of equipment and break-fix. eg. Change Hard disk, RAM etc.
• Observing, describing, or reporting on indicators or displaying information on equipment.
• Rack and Stack of equipment.
• Installation of customer cabinet PDUs (Note: Energizing of PDU must be coordinated with local Operations Engineering)
• Perform cable testing and patching (copper & optic fibre cables).
• Plan and execute cross-connects installation including labelling, testing and commissioning.
• Perform cross-connect disconnection and hot-cut requests.
• Perform cross-connect troubleshooting using appropriate testing equipment.
• Perform tape change based on the customer's instructions on the ticket.
• Manage and maintain cable inventory records, cross-connect records, patching records and periodic compilation of statistics and reports.
• Manage and maintain IT Asset inventory records, this may include desktops, laptops, monitors, switches, servers etc.
• Manage and maintain Data Hall Layout, racks, pathway, and containment tracker.
• Participate in daily huddles, weekly operations meetings, monthly meetings, and other required meetings.
• Work with vendors to resolve technical issues or supply and install equipment or cabling.
• Ensure that the engaged vendors/contractors' work is of high quality.
• Liaison with customers to provide them with activity updates.
• Escalate issues and involve experts wherever required to resolve issues as quickly as possible.
• Work with other team members to coordinate proper dissemination of information and follow up on handing over duties.
• Receive / Send equipment or items on behalf of customers.
• Prepare monthly reports to be sent to customers and for internal use.
• From time to time, you will be allowed to work with the project team on projects

Technical Requirements/Experience:

• At least 1 year of Data Center experience either in remote hands, NOC environment and familiar with data centre operations
• Understanding Optical Fibre principles would be advantageous

Other requirements:

• Fluency in English
• Computer literate
• Must have experience in interacting with customers verbally and via written communication
• Must be analytical
• Must be physically fit and be able to climb the ladder and work at a height (less than 3 meters height).
• Candidate must be willing to work on a 12-hour rotating shift.
• Must consent to a background check.
• Only Citizens and PR need to apply

Qualifications:
● Minimum Diploma in IT related field.