DC Support Specialist - (SS-FRW261007 001/01)

Xcellink Pte Ltd; Singapore; On-site; SGD 36,000 - 60,000; Full time

Benefits offered by this job

Shift Allowance

Performance Bonus

Job summary

Fortune 500 Global IT Services Leader in Singapore is seeking a versatile Data Center Support Associate to handle site operations, including colocation room control, access management, monitoring, and tape handling.

You will support shipping/receiving, carry-in/out, remote hands, customer service, and quality reporting, working in shifts (8:00 AM–8:00 PM or 8:00 PM–8:00 AM) with a team of service professionals.

Qualifications

• ITE or equivalent qualification.
• Minimum 1 year of experience in Data Center environment or IT background.
• Able to communicate clearly in English.
• Able to follow the operation manual.
• Shift work availability (8.00AM-8.00PM / 8.00PM-8.00AM).
• Good customer care and communication skills.
• Able to use PC and office applications.

Responsibilities

• Colocation room control and regular patrols as per schedule.
• Guide visitors without Personal ID cards and direct them appropriately.
• Respond to alarms and monitor system issues for timely resolution.
• Manage data center entry/exit applications for staff and customers.
• Receive, check, and register shipping applications; coordinate delivery and returns.
• Receive and store parcels; tag and hand to customers as required.
• Coordinate common facilities usage and scheduling to ensure efficiency.
• Verify presence of rental items (tools, monitors) and manage rack plates.
• Manage carry-in/out applications and booking records.
• Provide basic remote hands services: handle requests, log operations for billing.
• Send regular maintenance notifications to customers and escalate incidents when needed.
• Answer customer inquiries via phone/email and escalate when necessary.
• Maintain quality management reports on shifts and daily/monthly bases.
• Handle tape loading/unloading per runbooks and procedures.

Skills

Data Center environment experience

English communication

Team player

Follow operation manual

PC & Office applications

Customer care

Education

ITE or equivalent

Job description

The Company :

Fortune 500 Global IT Services Leader. We utilize the power of Technology to provide mission critical IT Services that generate business impact. We are an Employer of Choice with strong values and strive to foster a culture of inclusion, belonging, and corporate citizenship in Singapore.

The Role :

1. Colocation room control

• Conduct regular patrols of the colocation room according to a predefined schedule. Maintain a record of the condition of critical areas and respond appropriately or report any irregularities to the appropriate individual.

2. Guided Access

• Guide visitors without Personal ID cards, ensuring they receive appropriate assistance and directions.

3. Monitoring System Management (Managed Services)

• Responds promptly to alarms reported by the customer device monitoring system, ensuring appropriate actions are taken to address and resolve the issue.

4. Data Center entry / exit for customer

• Manage entry applications by receiving and reviewing pre-entry applications from our internal staff or customers to ensure that all proper access procedures are being followed.

5. Shipping management

• Receive, check, and register shipping applications, store and tag parcels for future reference, and hand parcels to the delivery company.
• Check delivery slips, arrange pick-up dates and times, and keep delivery slips for future reference.

6. Receiving management

• Receive and check receiving applications, register schedules as necessary, receive parcels from shipping companies, store them in storage, tag for future reference, and hand them to customers.

7. Common facility management

• Manage and arrange usage schedules efficiently to ensure smooth operations and optimal utilization of resources.

8. Rental Item management

• Verify the presence of all rental items such as tools and monitors nightly, ensuring completeness, and inspecting their condition for cleaning or repair if needed.
• Oversee and manage rack shelf plates, understanding their usage and requesting additional plates from appropriate parties when necessary.

9. Carry-in / out

• Manage the process of receiving, checking, and scheduling carry-in/out applications as needed. Also, make sure to book filled-in and used applications properly.

10. Remote hands

• Provide basic remote hand services by receiving request calls or emails from customers and notifications from portals. Ensure prerequisite conditions are met before performing requested operations, reporting completion to customers, and maintaining operation logs for future billing.
• Manage run books by ensuring they are properly stored every night, ensuring easy access and organization for operational efficiency.

11. Sending notification to customer

• Regularly perform maintenance activities by sending customers email notifications to keep them informed about scheduled maintenance. In the event of emergency maintenance, promptly notify customers about incidents and elevate them to management for swift resolution when necessary.

12. Customer support (Service desk)

• Handle incoming phone calls by addressing customers' general inquiries promptly via phone or email, escalating to the Supervisor when required for resolution.

13. Quality Management

• Keep track and generate reports on a shift, daily, or monthly basis.

14. Tape Handling

• Perform loading and unloading of backup tapes according to customer's runbook and schedule, ensuring adherence to established procedures.

• ITE
• Minimum 1 year of experience in Data Center environment or IT background
• Able to communicate clearly in English
• Able to follow the operation manual
• Team Player
• Shiftwork (8.00AM - 8.00PM / 8.00PM - 8.00AM)
• Good customer care and communication skills.
• Able to use PC and office applications
• Shift Allowance
• Performance Bonus