Resident Engineer for Server and Storage ( 1 year contract- Renewal)
Key Responsibilities:
- Customer Support & Escalation Management
Act as the primary point of contact for simple technical queries from the Customer. Serve as the technical point of contact (POC) during escalations, representing Server/Storage vendor with third-party vendors (e.g., Broadcom), and working closely with Principal Support to facilitate timely resolution for Server/Storage related issues.
- Reporting Support
- Track and report on part replacements versus part dispatch trends.
- Monitor and communicate upcoming infrastructure changes that may affect operational planning or support readiness.
- Part Replacement Coordination
Coordinate part replacement activities with Product Support, authorized partners, and the onsite scheduling teams related . Manage data center site access by facilitating coordination between Principal’s scheduling team and the Customer to ensure timely execution of part replacements.
- Onsite Support for based country (Singapore)
Perform onsite diagnostics when the Customer is unable to carry out hands-on troubleshooting (e.g., opening servers, reseating components), in line with principal support processes. Collect diagnostic logs onsite when remote access (e.g., iDRAC) is unavailable or restricted. Coordinate with princial SE for server/storage related escalation Conduct quarterly onsite visual inspections of Server/Storage infrastructure, including:
- Check LEDs, cabling, cooling, and other server/storage hardware; document and raise SRs for any issues.
- Onsite quarterly update on infrastructures overview
Onsite update with customer on quarterly basis on storage/server related inventory/firmware update Coordinate with principal SE for critical patches available Provide quarterly infrastructure health check update Provide product updates to customer on quarterly basis
Requirements:
Education & Certification
- Bachelor’s Degree or Diploma in Information Technology, Computer Engineering, or related field.
- Relevant professional certifications preferred, such as:
- Dell EMC Certified Professional (e.g., PowerEdge, PowerStore, PowerVault, PowerFlex)
- VMware VCP or Microsoft Certified (Server/Infrastructure track) will be an advantage
- ITIL Foundation Certification (preferred)
- CompTIA Server+, Storage+, or equivalent
Skills & Experience
- Minimum 6–8 years of hands-on experience supporting enterprise servers and storage infrastructure, preferably in a data center or large enterprise environment.
- Strong understanding of:
- Dell PowerEdge servers, iDRAC management, and firmware management tools
- Dell Storage solutions (PowerVault / PowerStore / Unity / EqualLogic, etc.)
- RAID configuration, disk replacement, and hardware troubleshooting
- Familiarity with networking concepts relevant to SAN/NAS environments (FC, iSCSI, NFS)
- Experience coordinating with Princial Technical Support, Third-Party Vendors (e.g., Broadcom), and on-site service partners for escalations and part replacements.
- Proficiency in generating and analyzing operational reports (e.g., part dispatch vs. replacement trends, SR tracking).
- Knowledge of firmware lifecycle management, patch coordination, and health check reporting.
- Hands-on experience performing hardware diagnostics, component reseating, and log collection (iDRAC, OMSA, etc.).
- Strong communication and coordination skills to serve as the single point of contact between Principal, the Customer, and support partners.
- Proven ability to manage technical escalations and ensure timely resolution through collaboration with Principal Support and third-party vendors.
- Excellent reporting and documentation skills — ability to provide structured quarterly infrastructure health updates, visual inspection reports, and firmware compliance summaries.
- Customer-oriented mindset with a focus on service quality, responsiveness, and accountability.
- Based onsite in Singapore; must be able to perform physical server and storage inspections within the data center environment.
- Ability to work independently with minimal supervision while maintaining alignment with Princial and Customer support processes.
- Willingness to perform periodic after-hours or weekend work during planned maintenance or urgent part replacements.
- Familiarity with ServiceNow will be an advantage.
- Being able to able to converse in Mandarin is a plus as this is a role that might require interaction with Chinese customers.