About Vantage Data Centers
Vantage Data Centers powers, cools, protects and connects the technology of the world’s well-known hyperscalers, cloud providers and large enterprises. Developing and operating across six markets in North America and six markets in Europe, Vantage has evolved data center design in innovative ways to deliver dramatic gains in reliability, efficiency and sustainability in flexible environments that can scale as quickly as the market demands. Vantage’s business is growing exponentially through a combination of greenfield market expansion and acquisitions across APAC, North America and Europe.
Site Operations Department
The Site Operations Department is responsible for the overall health of all mechanical and electrical systems, building maintenance, and performance of all data modules in our data centers. The team is staffed 24 x 7 onsite with Critical Facility Engineers (CFEs) and Data Center Technicians (DCTs) working on shift. This team is the face of Vantage to our customers and the guaranty of business continuity and excellence of Operations of our campus as well as the performance of our customer installations. Our culture expects and rewards team performance that engages directly with the customers and the facility infrastructure.
Position Description
The Service Desk team provide 24 x 7 first level response and technical support to our customers. The Service Desk Technician is based at a data center participating in a rotating shift team and tasked with processing incoming customer requests through our web-accessible trouble ticketing system. By asking appropriate questions and using diagnostic techniques and problem-solving method to troubleshoot and resolve customer issues or engage next tier level support and track progress until resolution.
Essential Job Functions
• Respond to customer issues via phone, email, and customer service portal.
• Create a case file/trouble ticket in our IT Service Management system.
• Document customer interactions.
• Run diagnostics to resolve customer-reported issues.
• Escalate issues to the next Tier level of support.
• Follow up with customers to ensure issues are resolved.
• Manage case files/trouble tickets in a timely manner.
• Manage multiple case files/trouble tickets at one time.
• Establish procedures, policies, and standards to ensure efficient and productive work operations.
• Monitor Network and Facility system to ensure they function efficiently.
• Conduct research to identify ways to improve the performance of our current systems
Duties
• Ensure that all the shift documentation is completed, legible and accurate
• Serve as a coordinator during incident/problem management
• Supporting Vantage’s clients through delivery of exceptional customer service
Job Requirements
• Higher Diploma in IT, Computer Science or related disciplines
• At least 2-3 years’ experience in IT Service support or Data Center operations
• Good command of spoken and written English and Chinese
• Knowledge of commonly used concepts, practices, and procedures related to the communications systems, ticketing systems that are needed to run data centres
• Attention to detail and good problem-solving skills
• Shift duty required
• Candidates must possess reliable transportation for reporting to work for shifts
• Potential employees must complete a background check successfully
We operate with No Ego and No Arrogance. We work to build each other up and support one another, appreciating each other’s strengths and respecting each other’s weaknesses. We find joy in our work and each other, actively seeking opportunities to inject fun into what we do. Our hard and efficient work is rewarded with an above market total compensation package. We offer a comprehensive suite of health and welfare, retirement, and paid leave benefits exceeding local expectations.
Safety and security always matter. During COVID, all positions that can work remotely have been, and appropriate steps have been taken to ensure the safety of employees in any position essential to be on site. Regardless of where you are working, technology to work effectively is provided on or in advance of your first day of employment.
Throughout the year, the advantage of being part of the Vantage team is evident with an array of benefits, recognition, training and development, and the knowledge that your contribution adds value to the company and our community.
Don't meet all the requirements? Please still apply if you think you are the right person for the position. We are always keen to speak to people who connect with our mission and values.
Vantage Data Centers is an Equal Opportunity Employer
