About the role

The roles and responsibilities of the build and support engineer are the following:

Operational activities (not limited to):

Work on tickets assigned to fix incidents in the data centre; an on-site visit is required.
Timely updates with accurate work logs are to be updated in the ticketing tool.
Meet all agreed SLAs with the customer.
Immediately escalate to the central project team any abnormal situation in the data centre concerning Ericsson equipment at the site.
Asset management onsite at the data centre and reporting.
Site audit conducted as per the official guidelines.
Site spare inventory management and reporting.
Remote support to the on-site engineer to solve the issue.
Support other projects within the META programme.

Build activities (not limited to):

Installation and commissioning of compute and network racks.
Fibre and copper cable laying, termination, labelling, and dressing.
Installation and configuration support for network and compute devices.
Material receipt, verification, and inventory management.
Performing troubleshooting for hardware, link, and connectivity issues.
Engaging with customers, vendors, and internal teams for issue resolution.
Ensuring adherence to site safety and quality standards during build and maintenance activities.
Maintaining documentation related to site build, audits, and asset tracking.

Material Delivery and Inventory Management:

Support the delivery/logistics team in managing site access and overseeing material inbound and outbound activities.
Ensure proper handling and storage of materials in designated areas within the data centre.
Coordinate with the delivery and operations teams to facilitate smooth and timely material delivery.
Be physically present at the site during deliveries and assist in Proof of Delivery (POD) verification and documentation.
Update and maintain inventory records to reflect newly received or dispatched materials accurately.
Assist in conducting inventory audits and reconciliation as per customer and compliance requirements.

The core requirements for the job include the following:

Skills and Competencies:

Proven experience in remote troubleshooting and ability to operate effectively in a service desk or data centre environment.
Willingness to work during non-business hours or in shifts as required by operational needs.
Strong technical expertise in data centre operations and IT infrastructure, including servers, switches, routers, cabling systems, and fibre optics.
Demonstrated ability to manage and maintain physical infrastructure within a data centre environment.
Flexible and adaptable, capable of working both independently and as part of a collaborative team.
Skilled in reviewing, enhancing, and maintaining Methods of Procedure (MOPs) and operational guidelines.
Strong focus on service excellence with a customer-first mindset, leveraging multi-domain technical competence.
Adheres strictly to approved MOPs, safety protocols, and operational instructions without deviation.
Excellent verbal and written communication skills, with the ability to interact effectively across teams and with customers.
A proactive team player with strong interpersonal skills, able to work seamlessly with cross-functional teams.
Capable of handling multiple priorities and engaging with both customers and internal stakeholders in high-pressure situations.
Proficient in spoken and written English to support effective communication in global environments.

Technical Skills and Experience:

Proven experience in installation, commissioning, and decommissioning of hardware within data centre environments.
Strong hands-on experience and in-depth understanding of Cisco, Ciena, Juniper, and Arista network devices and technologies.
Extensive experience in data centre build activities, including rack installation, device mounting, cable laying, labelling, and dressing.
Solid technical knowledge and experience with HPE servers and their components, including installation, configuration, and maintenance.
Practical hands-on experience in hardware parts replacement and troubleshooting of physical infrastructure components.
Strong expertise in optical, copper, and fibre cabling systems, including fibre standards, connector types, and cable management practices.
Experience working with ticketing systems and managing incidents, service requests, and change activities through established processes.
Sound understanding of the IT Service Management (ITSM) lifecycle, including ticket handling, SLA adherence, escalation management, and stakeholder communication.

Education and Experience:

Data Center Engineer