Resident Engineer for Server and Storage ( 1 year contract- Renewal)

SANCRO PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading technology services firm in Singapore is seeking a Customer Support professional with expertise in enterprise servers and storage infrastructure. The ideal candidate will provide onsite support, manage technical escalations, and perform hardware diagnostics, ensuring timely resolution of issues. A Bachelor’s degree in IT or Computer Engineering, along with relevant certifications, is preferred. This role demands a strong customer-oriented mindset and the ability to work independently, focusing on service quality and accountability.

Qualifications

• Minimum 6–8 years of hands-on experience in enterprise server and storage infrastructure.
• Experience coordinating with third-party vendors and service partners.
• Ability to perform hardware diagnostics and component reseating.

Responsibilities

• Act as primary contact for technical queries and escalations.
• Perform onsite diagnostics when remote access is unavailable.
• Provide quarterly infrastructure health check updates.

Skills

Dell PowerEdge servers

iDRAC management

RAID configuration

networking concepts (FC, iSCSI, NFS)

customer-oriented mindset

Education

Bachelor’s Degree or Diploma in IT or Computer Engineering

Dell EMC Certified Professional

VMware VCP or Microsoft Certified

ITIL Foundation Certification

CompTIA Server+, Storage+

Job description

Roles & Responsibilities

• Customer Support & Escalation Management

  Act as the primary point of contact for simple technical queries from the Customer.

  Serve as the technical point of contact (POC) during escalations, representing Server/Storage vendor with third‑party vendors (e.g., Broadcom), and working closely with Principal Support to facilitate timely resolution for Server/Storage related issues.

• Reporting Support
  • Track and report on part replacements versus part dispatch trends.
  • Monitor and communicate upcoming infrastructure changes that may affect operational planning or support readiness.
• Part Replacement Coordination
  • Coordinate part replacement activities with Product Support, authorized partners, and the onsite scheduling teams related.
  • Manage data center site access by facilitating coordination between Principal’s scheduling team and the Customer to ensure timely execution of part replacements.
• Onsite Support for Singapore
  • Perform onsite diagnostics when the Customer is unable to carry out hands‑on troubleshooting (e.g., opening servers, reseating components), in line with principal support processes.
  • Collect diagnostic logs onsite when remote access (e.g., iDRAC) is unavailable or restricted.
  • Coordinate with princial SE for server/storage related escalation.
  • Conduct quarterly onsite visual inspections of Server/Storage infrastructure, including: Check LEDs, cabling, cooling, and other server/storage hardware; document and raise SRs for any issues.
• Onsite quarterly update on infrastructures overview
  • Onsite update with customer on a quarterly basis on storage/server related inventory/firmware update.
  • Coordinate with principal SE for critical patches available.
  • Provide quarterly infrastructure health check update.
  • Provide product updates to customer on a quarterly basis.

Requirements

Education & Certification

• Bachelor’s Degree or Diploma in Information Technology, Computer Engineering, or related field.
• Relevant professional certifications preferred, such as:
• Dell EMC Certified Professional (e.g., PowerEdge, PowerStore, PowerVault, PowerFlex)
• VMware VCP or Microsoft Certified (Server/Infrastructure track) will be an advantage.
• ITIL Foundation Certification (preferred).
• CompTIA Server+, Storage+, or equivalent.

Skills & Experience

• Minimum 6–8 years of hands‑on experience supporting enterprise servers and storage infrastructure, preferably in a data center or large enterprise environment.
• Strong understanding of:
• Dell PowerEdge servers, iDRAC management, and firmware management tools.
• Dell Storage solutions (PowerVault / PowerStore / Unity / EqualLogic, etc.).
• RAID configuration, disk replacement, and hardware troubleshooting.
• Familiarity with networking concepts relevant to SAN/NAS environments (FC, iSCSI, NFS).
• Experience coordinating with Principal Technical Support, Third‑Party Vendors (e.g., Broadcom), and on‑site service partners for escalations and part replacements.
• Proficiency in generating and analyzing operational reports (e.g., part dispatch vs. replacement trends, SR tracking).
• Knowledge of firmware lifecycle management, patch coordination, and health check reporting.
• Hands‑on experience performing hardware diagnostics, component reseating, and log collection (iDRAC, OMSA, etc.).
• Strong communication and coordination skills to serve as the single point of contact between Principal, the Customer, and support partners.
• Proven ability to manage technical escalations and ensure timely resolution through collaboration with Principal Support and third‑party vendors.
• Excellent reporting and documentation skills — ability to provide structured quarterly infrastructure health updates, visual inspection reports, and firmware compliance summaries.
• Customer‑oriented mindset with a focus on service quality, responsiveness, and accountability.
• Based onsite in Singapore; must be able to perform physical server and storage inspections within the data center environment.
• Ability to work independently with minimal supervision while maintaining alignment with Principal and Customer support processes.
• Willingness to perform periodic after‑hours or work during planned maintenance or urgent part replacements.
• Familiarity with ServiceNow will be an advantage.
• Being able to converse in Mandarin is a plus as this is a role that might require interaction with Chinese customers.