Customer Service Engineer

IDC Customer Service Engineer

Customer Service Engineer provides support for conducting maintenance operations to ensure the upholding of the company's engineering policies and in support of the projects of customer local data center colocation build out along with custom-built IT network solutions. This role will provide 24/7 on-call service for the customer's colocation deployment and connectivity and provide best in class troubleshooting.

Major tasks and responsibilities include:

• Analyze, monitor and maintain all underlying providers' facility includes but not limited at HVAC, AC UPS, DC power plant and fire pre-action system.
• Response for collaboration with data center provider to provide a colocation and associated network design to the customer.
• Response for colocation implementation project management; including network connectivity.
• Take lead for collaboration with customers for new deployment update and daily operation assistance.
• Response to customer claim and Open ticket to related carriers or providers and track ticket status.
• Analyze and process customer trouble ticket, carrier trouble ticket, and escalate ticket according to escalation procedure.
• Service testing and delivery.

Essential skills, qualifications and education needed include:

• Master's degree in computer science/engineering, information technology/systems, telecommunications, electrical engineering, or equivalents.
• Solid knowledge of computer and telecommunication network.
• Requires excellent communications skills both oral and written.
• Strong organization skills and the ability to manage multiple priorities simultaneously with a strong understanding of interface technology.
• Experience of transport and IP network is preferred.

Physical requirements include:

• Must be able to lift and carry or otherwise move 50 pounds occasionally
• Must be able to ascend and descend ladders, scaffolds, stairs and work in confined spaces and in proximity to loud equipment.
• Must be able to respond quickly to equipment sounds and alarms.
• Must be able to safely climb ladders while carrying up to 40 pounds.
• Must be able to work in cold environments and on concrete floors.
• Must be able to position oneself to work in confined spaces.