Job Scope:

• 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 for servers and network devices
• Prepare and verified the new/old racks is ready to use.
• Mounting of equipment onto racks.
• Assist in troubleshooting physical connectivity
• Perform cable patching (copper, fiber cables and site surveys).
• Plan and execute cabling, cross-connects including testing, labelling (cables, rack, equipment) and documentation
• Tape change based on tape rotation schedule.
• Manage and maintain cable inventory records, cross-connect records and periodic compilation of statistics and reports.
• Work with vendor to resolve technical issues or supply and install of 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 in order to resolve issues as quickly as possible.
• Work with other team members to coordinate proper dissemination of information and follow up on handing over of duties.
• Perform network troubleshooting.
• Perform a Network test (e.g RFC 2544/BERT Testing, Loopback testing)
• Perform Site escort for vendor / customer
• Perform Hardware relocation / Migration
• Perform Data / Voice circuit provisioning
• Receive / Send equipment or items on behalf of customers.
• Provide the customer service support based on the request.
• Secondary support to DC facilities team

Pre-requisite:

• Able to communicate well with the customer (both email and call)
• Able to lift 20-25kg of loads
• 1 – 2year work experience in the related field or Telecommunication field (will be an advantage)
• Familiar with OTDR, light source and power meter will be an advantage
• CCNA or JNCIA certified will be an advantage