Hands & Feet Network, Server & Infrastructure Support EngineerJob Summary
The Hands & Feet Network, Server & Infrastructure Support Engineer provides onsite Business-as-Usual (BAU) operational support for existing network, server, fiber, copper cabling, and data center infrastructure. The role supports remote engineering teams by performing physical inspections, troubleshooting, hardware verification, incident response, maintenance support, and vendor/carrier coordination. This position is strictly for operational support and excludes new deployments, migrations, refresh projects, and implementation activities.
Key Responsibilities
- Perform physical inspection, health checks, reboot, power cycling, and troubleshooting support for routers, switches, firewalls, wireless infrastructure, SD-WAN devices, servers, storage, and related infrastructure.
- Verify power, network connectivity, LED status, ports, hardware health, console access, environmental alarms, and management interfaces.
- Inspect, trace, identify, clean, label, test, and replace existing fiber optic and copper patch cords using customer-provided materials.
- Perform basic fiber testing, optical signal validation, continuity testing, and fault isolation using approved tools where available.
- Collect logs, photographs, screenshots, serial numbers, and onsite evidence for remote engineering teams.
- Support incident response, service restoration, approved maintenance windows, and major incident bridge calls.
- Coordinate with telecom carriers, OEMs, third-party vendors, and customer representatives during troubleshooting and break-fix activities.
- Support work involving wireless access points, antennas, CCTV, fiber infrastructure, and elevated network equipment using scissor lifts or boom lifts where required.
- Follow all customer EHS, PPE, work permit, and site safety requirements while performing onsite activities.
- Maintain accurate documentation, service reports, and timely communication with remote support teams.
Requirements Education
- Diploma or Bachelor''s degree in Information Technology, Computer Science, Electronics, Telecommunications, or a related field (or equivalent experience).
Experience
- Minimum 3 years of experience in Network, Server, Infrastructure, Data Center, or Remote Hands & Feet support.
- Experience supporting enterprise IT environments, telecom carriers, and remote engineering teams.
Technical Skills
- Routers, switches, firewalls, wireless, SD-WAN, TCP/IP, console access, and Layer 1 troubleshooting.
- Server hardware, storage, racks, power systems, iLO, iDRAC, and IPMI.
- Fiber optic and copper cabling, MDF/IDF, patch panels, cable tracing, cross-connects, connector cleaning, and patch cord replacement.
- Fiber testing using Optical Power Meter (OPM), Visual Fault Locator (VFL), continuity testing, and basic fault isolation.
- Incident troubleshooting, hardware diagnostics, documentation, and vendor/carrier coordination.
Certifications (Preferred)
- CCNA
- CompTIA Network+
- CompTIA Server+
- ITIL Foundation
- BICSI Technician
- FOA Certified Fiber Optic Technician (CFOT)
- Working at Heights Certification
- Scissor Lift/Boom Lift Operator Certification
- OSHA or equivalent safety certification
Additional Requirements
- Must be willing to provide 24x7x365 on-call and emergency onsite support, including nights, weekends, public holidays, and after-hours, based on customer operational requirements.
- Must be comfortable traveling to customer locations on short notice for emergency support.
- Must be comfortable working at heights of 30 feet (9 meters) or higher using ladders, scissor lifts, or boom lifts, where certified and permitted.
- Ability to lift and move IT equipment in accordance with workplace safety guidelines.
- Willingness to work in offices, warehouses, manufacturing facilities, distribution centers, and data center environments.
- Strong troubleshooting, communication, documentation, and customer service skills.
Scope Boundary
This role is limited to BAU operational support and excludes new deployments, infrastructure refreshes, migrations, structured cabling installations, network design, server builds, operating system administration, application support, procurement, consulting, and project implementation activities.
Work Location: In person
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