To provide efficient, effective technical support to both internal and external customers, Telco’s vendor, suppliers, contractors with the objective of coordinating, managing, solving their problems in a minimal time frame and providing post-sales technical support to all AIMS customers.
Technical competency as Level-1 on Structured Cabling System & DC Infrastructure (non-power relation).
To provide customer service in order to establish and maintain a strong relationship with customers.
To ensure all related operations activities are performed in compliance with company standards, processes, regulations and procedures.
Coordinate and act as a single point of contact within the engineering team, customers, Providers, Vendors & Contractors by support, maintenance, troubleshooting to customers covering AIMS’ Products & Services of operations matters for all DC sites of AIMS.
The Work Life:
Technical competent to detect & identify the defects and deficiencies which inclusive of Isolation, troubleshooting, restoration and rectification of DC Infrastructure services.
Responsible to carry out and manage day-to-day support & operational matters and function of Data Centre Operations (DCO) Engineer.
To perform escalation as per DCO processes and procedure during service problem/outages Notify Higher Level of Escalation / Management of incidents in a timely manner. To do escalation to other Department/unit such as within Engineering team, Sales during outages if required.
To perform first level of troubleshooting for service problem/outages.
To monitor network, systems and services as per DCO processes and procedures.
To prepare & provide the Incident & Analysis Report for customers (if required) in a specified time-framed (3 working Days).
To provide on-site installation and troubleshooting for both hardware, software and application for external customers (Smart Hands Support).
Produce end of shift reports, call logs (if necessary) and shift handover reports to Shift-Lead DCO Engineer.
All You Need:
1 - 2 years of relevant work experience with data centre, telecommunication and networking environment
Fresh graduates with Degree in Bachelor of Telecommunications are encouraged to apply
Skilled in troubleshooting method and high self esteem
Proactive with lots of initiative and ability to make decisions and have creative problem solving ability
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