Data Center NOC

Responsibilities:

1.Network/Infrastructure Operations Technician:

• Provide technical support and assistance (both physical and logical) to engineering and other divisions in Operations Department or external party (vendors).
• Responsible for infrastructure (BMS, SMS, NMS, etc) monitoring and operator-level operation also for advanced troubleshootings (if necessary) whether it is performed individually or under engineering guidance.
• Perform cross-connect installation based on sales order.
• Perform remote hands for customer based on requests.
• Perform internal dispatch communications to related divisions.

2.Customer/Front-End Communication and Support:

• Respond to customer inquiries, request, and issues through various channels such as phone, email, or ticketing systems in timely and professional manner.
• Resolve customer problems or complaints by gathering information, analyzing situation and providing appropriate solutions.
• Provide 24/7 ticket-based on-site support for customer to execute remote hands tasks, such as visual check, equipment hard reset, tape backup, etc
• Maintain customer regular report, activity report, inventory report and all supporting documentations.

3.Maintain confidentiality and handle sensitive information with discretion.

Qualifications:

• Demonstrate expertise and genuine interest in general IT and Networking concepts
• Minimum 1 year of experience in related field and data center industry
• Excellent knowledge of servers, VMware, and operating systems
• Hands-on Excellent skill in network cabling (fiber optics, copper) and low-voltage systems (control cables, fire systems), including operating measurement tools (e.g., Fluke, multimeter)
• Solid understanding of network switches, VLANs, IP addressing, and wireless technologies
• Willing to work 8- or 12-hour shifts on irregular weekdays, with occasional 24-hour on-call availability and readiness to travel to Digital Realty Bersama sites.
• Prior experience in Telco, DC, or ISP NOC is preferred