Lead/ Data Center Technician, APAC

Vantage Data Centers; Hong Kong; On-site; HKD 180,000 - 260,000; Full time

Benefits offered by this job

Comprehensive benefits package

No Ego culture

Job summary

Vantage Data Centers in Hong Kong seeks a Lead/Data Center Technician to provide customer-facing technical and operational support, coordinate service delivery, and maintain business continuity across APAC sites. You will lead DCT activities, manage access requests, change and incident management, and prepare reports.

The ideal candidate has a Higher Diploma or higher in CS/EE/Engineering, plus 2+ years in data centers, strong communication, and proficiency with ticketing systems and MS Office.

Qualifications

• Higher Diploma or above in Computer Science, Electrical Engineering, Mechanical Engineering, or a related discipline.
• 2 years working experience or above in Data Center related field is preferred.
• Knowledge of commonly used concepts, practices, and procedures related to the communications systems, ticketing systems that are needed to run data centres.
• Proficiency in Microsoft Office applications (Word, Excel, PowerPoint, Project) and other office applications.

Responsibilities

• Effective customer communications to ensure requirements are understood and cascade to relevant parties.
• Writing procedures which relate to site operation, training, etc.
• Provide professional guidance to customers, management and the team in a prompt, courteous and professional manner.
• Carry out audits and inspections of customer environments.
• Supporting clients through delivery of exceptional customer service.
• Coordinate and support access ticket processing, including vendor access requests, ensuring records are accurate and complete.
• Support activities for APAC sites when directed, including preparation, coordination, reporting and follow-up.

Skills

Customer service

Communication

Team coordination

Documentation

Education

Higher Diploma or above in Computer Science, Electrical Engineering, Mechanical Engineering, or a related discipline

Tools

Ticketing systems

Microsoft Office

Job description

About Vantage

About Vantage Vantage powers, cools, protects and connects the technology of the worlds well-known hyperscalers, cloud providers and large enterprises. Developing and operating across North America, EMEA and Asia Pacific, Vantage has evolved data center design in innovative ways to deliver dramatic gains in reliability, efficiency and sustainability in flexible environments that can scale as quickly as the market demands.

Site Operations Department

The Site Operations Department is responsible for the overall health of all mechanical and electrical systems, building maintenance, and performance of all data modules in our data centers. The team is staffed 24 x 7 onsite with Critical Facilities Engineers (CFEs) who are responsible for the overall health of all critical infrastructure systems, and Data Center Technicians (DCTs) who provide support in hardware and software of server and network equipment for our customers. This team is the face of Vantage to our customers and the guaranty of business continuity and excellence of Operations of our campus as well as the performance of our customer installations. Our culture expects and rewards team performance that engages directly with the customers and the facility infrastructure.

Position Description

The Lead/Data Center Technician (Lead/DCT) provides customer-facing technical and operational support, coordinate service delivery and help maintain business continuity and operational excellence across the data center portfolio. The Lead/DCT leads and coordinates centralized DCT activities across north APAC sites and, where assigned, supports wider APAC requirements. This position focuses on consistent multi-site service delivery, cross-functional coordination, access and tour support, audit readiness, documentation, reporting and team capability development. Tasks include, but are not limited to, service request management (aka Access Requests) via our ticketing system, change management, incident management. Lead/DCT also supports the Sr. Manager, Site Operations with customer communications, service enhancement, report and procedure writing, operation training and development.

Essential Job Functions

• Work under limited supervision, both independently and within a team environment
• Manage multiple one-time and/or ongoing projects
• Engaging with customers and providing them with world class customer service
• Use discretion and judgment in organizing workflow and adapting as priorities are modified due to a changing environment
• Contact with external 3rd party contractors and vendors
• Work with limited supervision, both independently and within a team environment, while managing multiple concurrent and ongoing assignments
• Coordinate global and regional requirements, meetings, training activities and EHS support relevant to site operations
• Engage with customers and internal stakeholders to provide responsive, professional and consistent service
• Maintain frequent and effective coordination with site teams, cross-functional departments, vendors
• Respond to operational, safety and emergency situations in accordance with approved policies, procedures and escalation requirements
• Work with internal teams to collect, organize and submit evidence to auditors in support of annual audit events and other regulatory assessments

Duties

• Effective customer communications to ensure requirements are understood and cascade to relevant parties
• Writing procedures which related to site operation, training, etc.
• To provide professional guidance to customers, management and the team in a prompt, courteous and professional manner
• Carry out audits and inspections of customer environments suggesting remedial works in line with best practice
• Supporting Vantage's clients through delivery of exceptional customer service
• Coordinate and support access ticket processing, including vendor access requests, and ensure records are accurate and complete
• Support assigned activities for other APAC sites when directed, including preparation, coordination, reporting and follow-up
• Identify opportunities to develop processes to meet business requirements
• Delivery/ support of operation report, management report and customer report
• Promote document control, record completeness and adherence to established policies, procedures and guidelines
• Performs other job responsibilities as assigned definedly

Job Requirements

• Higher Diploma or above in Computer Science, Electrical Engineering, Mechanical Engineering, or a related discipline
• 2 years working experience or above in Data Center related field is preferred definedly
• Knowledge of commonly used concepts, practices, and procedures related to the communications systems, ticketing systems that are needed to run data centres
• May be required to complete formal training in an area of specialty
• Skills in Microsoft Office applications (Word, Excel, PowerPoint, Project) and other office applications
• Candidates must possess reliable transportation for reporting to work for shifts, or emergencies
• Travel is expected to be less than 10%, occasionally for external audit purposes
• Potential employees must complete a background check successfully

Benefits and Company Culture

Our hard and efficient work is rewarded with an above market total compensation package. We offer a comprehensive suite of health and welfare, retirement, and paid leave benefits exceeding local expectations. Throughout the year, the advantage of being part of the Vantage team is evident with an array of benefits, recognition, training and development, and the knowledge that your contribution adds value to the company and our community.

We operate with No Ego and No Arrogance. We work to build each other up and support one another, appreciating each other’s strengths and respecting each other’s weaknesses. We find joy in our work and each other, actively seeking opportunities to inject fun into what we do.

Equal Opportunity Employer

Vantage is an Equal Opportunity Employer.

Employment Agency Policy

Vantage does not accept unsolicited resumes from search firm agencies. Fees will not be paid in the event a candidate submitted by a recruiter without an agreement in place is hired; such resumes will be deemed the sole property of Vantage.