The Data Center Customer Operations Engineer is responsible for the prioritization, fulfillment, and quality assurance of time-bound ticket-driven requests, including expedite/negotiate, trouble tickets, smart-hands, installation/de-installation of cages/cabinets/cabling, tape backups, escorts services, logistics support and security support. The role is also responsible for handling first level escalation on any incidents and performing daily site rounds to ensure that the JH1 data Center is maintained in a first-class condition.

Responsibilities
Queue Management / Reporting

• Reviews work order requests in the queue and responds to routine work orders by adhering to dedicated timelines.

• Involved in raising and expediting higher level orders, upon supervision

• Maintains notes and records of activity fulfillment in the ticketing system

  Installations

• Rack and stack semi-routine customer equipment tickets

• Supports routine intra-cage and infrastructure installations, under guidance, which may include:

• Routine ladder racks and basic fiber raceways

• Basic cable management and support systems (patch panels)

• Routine ground cabinets and basic post racks; and may perform tape changes and basic backup necessities

Cross-Connect

• Supports basic semi-routine datacenter standard operating cross-connect work order requests for installation, terminations, and modifications under supervision

Testing / Troubleshooting

• Supports basic testing and routine installations of customer assets

• Supports standard operating procedures layer 1 cross-connect certification testing under supervision

• May perform semi-routine testing, under supervision

Stakeholder Partnership

• Supports the operations and security personnel team for breaks or other activities, when necessary

Customer Management

• Supports customer satisfaction with timely adherence to following basic order execution requirements

• Delivers quality customer service experience when interfacing with customers

• Assist senior staff with time expectations on new deployments, by following standard operating procedure guidelines

• May support customers on-site through access and escorting services

Projects

• Supports fulfillment of projects under close supervision

Training

• Completes assigned training in a timely manner

Incident Management

• Assists more senior staff with responding to all on-site incidents and acts as advised

Collaboration

• May work internally or with other departments to support and increase efficiencies and reduce potential failure scenarios

Qualifications

• Typically 1-2 years of proven experience in the datacenter industry

• Diploma/Bachelor's degree in an Engineering field such as Electronics, Telecommunications, etc.

• Willingness to work on rotating shifts

• Fluency in Mandarin is strongly preferred