IT Engineer (Lead)

Job Description:

Engineer will lead a team of IT Engineers to provide day to day support as required in the Data Centers and Helpdesk services. Communicates company goals, safety practices, and deadlines to team. Motivates team members and assesses performance. Provides help to management, including hiring and training, and keeps management updated on team performance. Communicates concerns and policies among management and team members.

Primary Responsibilities:

  • Oversee Remote Hands team and Enterprise Support team
  • Ensure that daily operations and tasks are properly completed or followed up.
  • Set clear team goals, delegate tasks effectively and set deadlines
  • Prepare and manage the work roster, man power planning, back-fill and tracking of attendance and staff performance
  • Understand the processes, SOPs of clients and be able to plan and ensure that the team members comply
  • On-board new team members through providing OJT and certifying them if they can be put on shift
  • Prepare monthly and weekly reports
  • Liaison with the client, vendors and our own team to establish agreements, streamline new processes, dissemination of information to the team
  • Schedule and attend monthly client review meetings
  • To perform cover during critical periods or temporary back fill when engineers are unavailable
  • Be the contact point of escalation for clients and co-ordinate work with internal team and clients
  • Manage overseas operations support partners, setting up processes and monthly review calls.
  • Manage short term projects of Data Center clients

Secondary Responsibilities:

  • Provide Technical Support through phone, email, tickets and onsite channels
  • Monitoring of internal and external networks, Services and Systems
  • Perform power verification, power cycling of equipment
  • Installing of new racks / Perform mounting of equipment onto racks
  • Install patch cords / assist in troubleshooting physical connectivity
  • Perform visitor escort
  • Shipment – accept scheduled deliveries or prepare items to be shipped based on request
  • Replace faulty server hard disks / CPU / memory
  • Manage ticket queue and take ownership and responsibility of queries, issues and problems assigned.
  • Ensure that there should be at least a personal to respond to customer calls.
  • Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible
  • Support change requests and maintenance / recovery activities including tracking, verification and documentation
  • Participate in Certification / Audit compliance and process enhancement activities
  • Create process and support documentation and ensuring that the team is made known of the processes
  • Support change requests and maintenance / recovery activities
  • Perform fault and incident management and recovery
  • Analytical and good attention to details
  • Prepare incident, performance and capacity reports


  • More than 2 years of Data Center NOC Support and End user Support experience
  • Excellent technical knowledge of fiber and copper cabling, cross connects
  • At least 1 year in managing a team of engineers in an operation environment

Pre-requisite (personal attributes)

  • Having a positive attitude and being a reliable person with a constant mindset of giving the client peace of mind are some of the personal traits that we are looking for
  • Candidate must be a team player
  • Independent, self-motivated and have a dynamic personality
  • Good communication (both verbal and written English) skills and good customer service skills
  • Able to motivate / coach and correct reporting staff


  • Diploma in IT or Engineering related field


  • Only Singaporeans and PR need to apply
  • Works office hours but will need to cover on 12-hour shift where needed
  • Required to travel across data centres located within Singapore