Job Title
Support Engineer – Data Center, Office IT & Audio Video
Location: Singapore & Malaysia
Company: AdvanzIT Technologies
Job Summary
The Support Engineer will play a field-based technical support role across Data Center, Office IT, and Audio Video environments. The position will work closely with remote pre-sales consultants, project teams, installation teams, and customer support teams to provide onsite assistance throughout the solution lifecycle.
This role will involve conducting site visits and assessments, capturing local site conditions, supporting project implementation onsite, coordinating with installation teams during execution, and attending customer locations for troubleshooting and breakdown support when required. The ideal candidate should be hands-on, technically aware, responsive, and comfortable working across customer sites in a dynamic services environment.
Key Responsibilities
1. Pre-Sales Support and Site Assessment
- Assist remote pre-sales consultants by conducting onsite site visits, surveys, and technical assessments.
- Capture and report local site conditions including space availability, mounting feasibility, power points, cable pathways, rack conditions, access restrictions, environmental conditions, and other installation-related observations.
- Share accurate site photographs, measurements, drawings, and field inputs to support solution design and quotation preparation.
- Coordinate with customer representatives onsite to gather required information for proposal and implementation planning.
- Highlight site readiness gaps, risks, dependencies, and practical installation challenges at an early stage.
2. Project Implementation Support
- Support project teams during onsite implementation and execution activities.
- Work alongside installation teams, subcontractors, and project managers to help coordinate site activities and ensure smooth progress.
- Assist in materials readiness checks, delivery coordination, access arrangements, and site-level follow-up during implementation.
- Monitor onsite progress and share regular updates with project and remote teams.
- Help ensure installations are carried out as per agreed scope, site conditions, safety practices, and customer expectations.
- Support basic testing, verification, labeling, documentation, and closure activities during project completion.
3. Onsite Technical Coordination
- Act as the local onsite support point between customer teams, remote consultants, project managers, and installation teams.
- Coordinate site access, work permits, timing alignment, stakeholder communication, and issue escalation during project or service activities.
- Assist in resolving practical onsite issues quickly to avoid delays in project completion.
- Maintain professional communication with customer site contacts and internal teams throughout execution.
4. Breakdown Support and Customer Service Visits
- Visit customer sites in the event of equipment breakdown, service requests, or technical issues.
- Perform first-level troubleshooting and basic fault isolation across Data Center, Office IT, and Audio Video environments.
- Support remote technical teams in diagnosing issues by providing onsite observations, tests, logs, pictures, and physical verification.
- Coordinate with OEMs, vendors, subcontractors, or internal support teams for corrective actions where needed.
- Ensure timely response and professional handling of onsite service incidents.
- Provide clear service updates, findings, and status feedback after site visits.
5. Coverage Across Technology Areas
The role will support onsite activities across one or more of the following solution areas:
- Data Centers – racks, structured cabling, PDU/basic infrastructure, hardware placement support, site coordination
- Office IT – desktop support coordination, network equipment support, IT room/site readiness, device deployment support
- Audio Video – meeting room devices, displays, cameras, speakers, mounting support, cable checks, basic AV troubleshooting
6. Documentation and Reporting
- Submit accurate site visit reports, assessment notes, implementation updates, and service findings.
- Maintain records of customer visits, site conditions, issues identified, and actions taken.
- Share structured feedback with pre-sales, projects, and support teams to improve planning and service delivery.
- Assist with as-built inputs, punch lists, closure notes, and service documentation as required.
7. Customer and Team Support
- Represent AdvanzIT professionally at customer locations.
- Build confidence with customers through timely response, practical support, and clear communication.
- Work collaboratively with sales, pre-sales, project, services, and operations teams.
- Support overall service quality, project completion, and customer satisfaction objectives.
Key Performance Indicators
- Timeliness and quality of site assessments
- Accuracy of field inputs shared with remote teams
- Onsite coordination effectiveness during project execution
- Responsiveness to breakdown and service support calls
- Quality of site visit and service reporting
- Customer satisfaction with onsite support
- Reduction in project delays due to better local coordination
- Support effectiveness across Data Center, Office IT, and AV projects
Candidate Profile
- Hands-on technical experience in field support, onsite coordination, implementation support, or service engineering
- Basic to good understanding of Data Center, Office IT, and/or Audio Video systems
- Ability to perform site surveys, capture local conditions, and support remote technical teams with accurate field information
- Comfortable working at customer sites, data centers, offices, and project locations
- Good troubleshooting mindset and willingness to handle urgent onsite support situations
- Strong communication and coordination skills
- Practical, responsive, and well-organized approach to field work
- Ability to work with installation teams, subcontractors, and customers in a professional manner
Preferred Experience
- 2–6 years of experience in technical support, field services, implementation support, or onsite engineering
- Experience in one or more of the following areas: Data Center infrastructure, Office IT support, AV/meeting room systems
- Familiarity with structured cabling, racks, displays, conferencing devices, network equipment, or onsite IT installations
- Experience in customer-facing service roles is an advantage
Key Skills
- Site survey and assessment
- Onsite coordination
- Project implementation support
- First-level troubleshooting
- Customer site support
- Field reporting and documentation
- Data Center / Office IT / AV support exposure
- Communication and stakeholder coordination
