OSS System Engineer

Digital Realty; Singapore; On-site; SGD 50,000 - 70,000; Full time

Job summary

A global data center service provider in Singapore is seeking an engineer for Tier I support of Data Center Operations Systems. The role includes day-to-day triage, troubleshooting, and technical support, working in a shift-based, 24/7 environment. Candidates should have a bachelor’s degree in a technical field or equivalent experience, with at least one year in a remote support role, and familiarity with systems like BMS and Data Center infrastructure. Strong communication and analytical skills are essential.

Qualifications

• Bachelor’s degree or 5+ years of experience in a related field.
• 1 year of experience in a 24/7 remote support role.
• 1 year of Data Center experience.

Responsibilities

• Provide Tier I service support for 24/7 Data Centers.
• Participate in the weekly 24/7 rotating on-call schedule.
• Detect and analyze alarms for basic fault isolation.

Skills

Customer service skills

Communication skills

Analytical skills

Problem-solving skills

Ability to multi-task

Education

Bachelor’s degree in computer science, engineering or related field

5+ years in a related field

Tools

BMS systems

Microsoft Office Suite

Visio

Job description

The engineer is responsible for the day-to-day triage and technical support of Data Center Operations Systems. Provides service, troubleshooting, as well as incident escalation for all internal customers contacting GOSS. The role is shift based and may be required to work on a rotating on-call schedule.

What you’ll do

• Provide Tier I service support for mission critical 24/7 Data Centers for BMS, EPMS, and OT devices
• Participate in the weekly 24/7 rotating on-call schedule
• Provide proactive and reactive assistance to all internal customers
• Provide support for the DLR operations environment including problem solving, ability to take ownership of unfamiliar tasks and problems and see through to completion or elevate as needed
• Receive, triage and action incoming phone calls and tickets from internal customers
• Detects and analyze alarms to provide basic fault isolation and troubleshooting, escalating to Tier II, Tier III and management if necessary
• Collaborate with service desk for Tier 1 issues that require IT assistance
• Prioritize work properly to meet established KPI measures and commitments.
• Update tickets in a timely manner
• Establish effective lines of communication with Tier II, Tier III and management to ensure cases are flagged that require immediate attention.
• Thorough documentation of incident, maintenance and problem details in near real-time.
• Ensure OLA’s are met as per internal agreements.
• Maintain and update current knowledge and skills through internal and external training, continuing education and professional associations

What you’ll need

• Bachelor’s degree in computer science, engineering or other related fields, or 5+ years of experience in a related field
• 1 year of experience working in a 24/7 remote support role
• 1 year of Data Center experience
• 1 year of experience providing customer service or technical support or equivalent
• Basic knowledge of BMS, EPMS, DCIM,and alarm delivery systems, including familiarity with BMS system from Schneider Electric, Automated Logic, Tridium, Siemens, Honeywell or Johnson Controls
• Basic knowledge of Data Center infrastructure
• Basic knowledge of common communication protocols like Modbus, BACnet, MQTT, SNMP, and Web Services.
• Ability to drive internal support teams, troubleshooting and routine training & system orientations across all systems supporting daily operations.
• Ability to analyze and assess problems affecting critical operation of facilities, and propose solutions, with limited information
• Excellent written and oral communication skills, able to engage with colleagues and customers
• Ability to multi-task and prioritize job requirements
• Strong follow-through and initiative to stay with issues until they are resolved
• Discipline and commitment to meet deadlines.
• Self-motivated and able to work on issues independently with limited supervision
• Effective organizational skills and attention to detail.
• Basic skill in Microsoft Operating Systems, Office Suite and Visio.
• Strong analytical and problem-solving skills.

NOTES

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Digital Realty is an equal opportunity employer, EOE/AA/M/F/Vets/Disabled. All applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability or protected veteran status, or other status protected by law or Company policy.

Digital Realty is a publicly traded company (NYSE: DLR) with investment grade ratings from all three major ratings agencies.

Please do not forward unsolicited resumes to any employee of Digital Realty and its subsidiaries. Digital Realty is not responsible for any fees related to unsolicited referrals.