We are seeking highly motivated and skilled Data Center/IDF/MDF Smart Hands Support Engineers (L1 & L2) to join our dynamic team. As a Smart Hands Engineer, candidates will be responsible for providing remote and on-site technical support for our critical data center infrastructure, including IDF/MDF rooms. Techs will perform a range of tasks, from basic troubleshooting and equipment handling to more complex issue resolution and project implementation.
This role requires a strong understanding of data center environments, excellent technical skills, and a commitment to delivering exceptional customer service. Willingness to travel locally within Singapore and internationally across APAC.
Responsibilities
- L1 & L2 Support: Provide first and second-level technical support for data center infrastructure, including servers, network devices, storage systems, power infrastructure (UPS, PDUs), and environmental monitoring systems.
- Remote Hands Support: Execute remote instructions from senior network engineers, including server reboots, basic troubleshooting steps, and equipment configuration changes.
- On-Site Support: Perform on-site tasks such as equipment installation, racking and stacking, cabling, visual inspections, and component replacements.
- Troubleshooting & Diagnostics: Diagnose and resolve technical issues related to hardware, software, and network connectivity. Escalate complex issues to L3 engineers or vendors as needed.
- Monitoring & Alerting: Monitor data center infrastructure for performance and availability, responding to alerts and notifications in a timely manner.
- Documentation: Maintain accurate records of all work performed, including trouble tickets, incident reports, and equipment inventory.
- Preventative Maintenance: Participate in preventative maintenance activities to ensure optimal performance and reliability of data center equipment.
- Vendor Management: Work with vendors to resolve technical issues and coordinate equipment repairs and replacements.
- Project Support: Assist with data center projects, such as new equipment deployments, upgrades, and expansions.
- Adherence to Procedures: Follow established procedures and best practices for data center operations and safety.
- IDF/MDF Management: Maintain and support IDF/MDF rooms, including cable management, environmental monitoring, and equipment organization.
Requirements
- Diploma/Degree in Electronics, Electrical Engineering, Computer Science, or a related field.
Experience Levels
- L1: 0-2 years of experience in a data center or IT support environment. Freshers with relevant technical certifications are encouraged to apply.
- L2: 2-5 years of experience in a data center or IT support environment with demonstrable L2 support capabilities.
Technical Skills
- Solid understanding of data center infrastructure, including servers, network devices (routers, switches, firewalls), storage systems, power infrastructure, and environmental monitoring systems.
- Experience with operating systems (Windows Server, Linux) and virtualization technologies.
- Basic networking knowledge (TCP/IP, DNS, DHCP).
- Proficiency in using ticketing systems and documentation tools.
- Strong troubleshooting and problem-solving skills.
- Experience with cabling standards and best practices.
- Familiarity with IDF/MDF room standards and best practices.
Additional Requirements
- Willingness to travel locally within Singapore and internationally across APAC.
Certifications (Preferred)
- CompTIA Server+, Network+, A+
- ITIL Foundation
- Data Center certifications (e.g., CDCP, CDCS)
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