Remote Hand Support Level 2

Job Description:

  • 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.
  • 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 and labelling.
  • Perform Security CCTV monitoring and tape change based on tape rotation schedule.
  • Administer digital keypress and cage access card for customer.
  • 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 basic network troubleshooting.
  • Receive / Send equipment or items on behalf of customers.
  • Travel to various Data Center (local) for support.
  • Create, review and update Operation and Training Guides (Team)
  • Prepare monthly reports to be sent to customers and for internal use.
  • Participate in Certification / Audit compliance and process enhancement activities
  • From time to time, you will be given the opportunity to work with the project team on projects


Must have good and hands-on working knowledge in the following areas:

  • Basic network concepts
  • Strong interpersonal and good communication (both verbal and written English) skills
  • Analytical and strong attention to details
  • Independent, self-motivated and dynamic personality
  • Provide good customer-oriented service
  • Candidate must be a team player
  • Worked in Data Centre environment preferred
  • Training will be provided


  • Min. Diploma in IT or Engineering related field
  • 1 – 2 years of Data Centre NOC experience
  • Able to write and adjust technical / management documentation
  • 12-hour rotating shift work required
  • Required travelling across data centers located within Singapore