Role Summary
The Operations & Customer Service Engineer provides first-line operational and technical support for customers. This role is responsible for handling customer requests, coordinating internal workflows, tracking issue resolution progress, and ensuring timely communication based on defined service processes and SLAs.
The role also supports daily operational activities in the data center environment under guidance from senior engineers and standard operating procedures (SOPs), including routine inspections, operational coordination, and basic hands-on support.
Technical and operational training will be provided to support the employee’s development in data center operations, customer support processes, and related technical knowledge.
Key Responsibilities
Customer Support & Coordination
· Respond to customer requests and inquiries in a timely manner based on defined service processes and SLA requirements.
· Perform initial issue checking and collect relevant information for internal escalation when required.
· Maintain clear and professional communication with customers throughout the ticket handling process.
· Coordinate with internal teams, vendors, and data center personnel to support issue resolution.
Ticket Management & Follow-up
· Create, update, and track tickets throughout the handling process.
· Follow up on pending actions and coordinate with relevant teams to ensure timely progress.
· Maintain accurate ticket records, including updates, timelines, and resolution summaries.
Cross-Team Coordination
· Collaborate with Engineering, Network/Infrastructure, Data Center Operations, and vendors to resolve complex issues.
· Participate in incident escalation, handover, and shift-transition processes to maintain continuity.
Reporting & Documentation
· Collect operational data and prepare reports as required.
· Assist in maintaining SOPs, operational records, and knowledge base documentation.
· Support continuous improvement activities by identifying recurring operational issues and process gaps.
Required Qualifications
· Diploma, Higher NITEC, vocational education, or equivalent practical working experience.
· Fresh graduates and candidates with relevant internship or working experience are welcome to apply.
· Good communication and coordination skills.
· Able to follow operational procedures and handle tasks in a structured and responsible manner.
· Basic computer and IT skills.
· Willingness to work in 4days shift rotations, including nights, weekends, and public holidays as required.
· Willingness to support on-site operational activities in a data center environment.
Required Qualifications
· Diploma, Higher NITEC, vocational education, or equivalent practical working experience.
· Fresh graduates and candidates with relevant internship or working experience are welcome to apply.
· Good communication and coordination skills.
· Able to follow operational procedures and handle tasks in a structured and responsible manner.
· Basic computer and IT skills.
· Willingness to work in 4days shift rotations, including nights, weekends, and public holidays as required.
· Willingness to support on-site operational activities in a data center environment.
· Experience in customer service, operations support, technical support, service desk, or related roles.
· Familiarity with ticketing or workflow systems (e.g., Jira, ServiceNow, Zendesk).
· Basic understanding of IT infrastructure, servers, networking, or Linux systems.
· Experience working in data center, telecommunications, cloud service, or IT service environments is a plus.
Language Requirements
- English: Good written and spoken communication skills required.
- Ability to communicate in Mandarin is preferred to support coordination with Mandarin-speaking customers, vendors, and overseas teams.
