Position
The Connectivity Technical Lead (working within a multi-person 24×7 shift) is a full-time role under the Provisioning and Service Delivery team led from Australia.
Location
Based in the BWD datacentre at Nongsa Digital Park in Batam, Indonesia.
Overview
This role participates in helping lead a team of Connectivity Technicians with dual-role responsibilities as (i) a Network Operations Centre (NOC) Technician and (ii) a Datacentre Smart Hands Technician within a 24×7 operations model. The successful candidate will be responsible for participating in and providing leadership for the continuous monitoring and support of network and customer connectivity services, along with hands-on technical assistance within the datacentre environment.
The position plays a key role in ensuring the reliability, uptime, and performance of both infrastructure and customer-facing services. While the role involves working closely with the on-site facility team, it is not primarily responsible for facilities management (e.g., electrical, HVAC, structural). A basic understanding of such systems is preferred for coordination purposes.
Key Responsibilities
The Connectivity Technical Lead provides guidance and leadership to the Batam based Connectivity Technicians for the following key responsibilities:
Network Operations Centre (NOC) Responsibilities
- Monitor telecommunications, IP DCN network infrastructure, and alarms via NMS platforms to detect and respond to faults or anomalies.
- Act as first and second-level technical support for incidents and service requests from customers, internal teams, third parties, and vendors.
- Perform basic troubleshooting and escalate complex issues related to routers, switches, transmission gear (DWDM/SDH), servers, and facility-integrated systems.
- Support provisioning, service turn-ups, and delivery coordination with Provisioning, Service Delivery, IT, and Project teams.
- Liaise with third-party vendors, carriers, and internal stakeholders for service assurance and incident resolution.
- Document incidents, shift reports, and maintain accurate ticket logs in the ITSM system.
- Participate in regular knowledge updates, process reviews, and internal training.
Data Centre Smart Hands Responsibilities
Provide on-site technical assistance as per Smart Hands protocols, including:
- Hardware Installation & Replacement: Rack/stack servers, install interface cards, replace memory, power supplies, and network modules.
- Cabling Services: Assemble, install, and maintain structured cabling (copper/fibre), patch panel pre-wiring, cable tracing, and labelling.
- Troubleshooting & Diagnostics: Perform physical diagnostics under remote direction; assist in resolving hardware or connectivity issues.
- Remote Support Execution: Follow remote instructions for configuration assistance, power cycles, resets, and log collection.
- Inventory & Audit: Tag and log equipment, take serial numbers/photos, update asset management systems, and support regular audits.
- Testing: Test carrier circuits and assist in loopback or link validation processes.
- Physical Tasks: Move/relocate equipment, unpack/install new hardware, and ensure workspace cleanliness.
- Verification: Conduct visual inspections, confirm cabling integrity and proper device status LEDs.
- Firewall & Software Tasks: Assist with physical firewall deployment and patching/software updates under IT guidance.
- Logistics Support: Coordinate shipment/receiving of hardware, confirm delivery, and assist with packaging or disposal where required.
- Support cross-connect installations and ensure all cabling and hardware align with design standards and customer requirements.
- Escort customer engineers and third-party technicians as per data centre security and access policies.
- Update service tickets and document work according to SLAs, SOPs, and audit requirements.
- Notify facility management teams of physical or environmental irregularities (e.g., excessive heat, cable obstructions), while maintaining separation from direct facility maintenance.
Required Qualifications or Relevant Experience
- At least 5+ years of relevant experience in a Network Operations Centre, telecommunications, or data centre environment.
- Practical experience with:
- Network monitoring systems and alarms (e.g., Zabbix, SolarWinds, Nagios)
- IP networking and troubleshooting (e.g., Cisco, Juniper)
- Optical transmission technologies (DWDM, SDH/SONET)
- Fibre and copper cabling (installation, tracing, and testing), Structured cabling systems (TIA/EIA standards).
- Working with colocation facilities (Equinix, TM One, VADS, NTT, etc.)
- Physical layer troubleshooting and patching (ODF, MMR, rack-to-rack)
- Server and IT hardware installation and maintenance
- ITSM platforms (e.g., Jira, ServiceNow, Remedy)
- Windows and Linux operating environments
Preferred Certifications (Not Mandatory)
- Academic qualification in Telecommunications, Information Technology, Electronics, or related field.
- Cisco Certified Network Associate (CCNA)
- CompTIA Network+, Server+, or A+
- FOA Certified Fiber Optic Technician (CFOT) or equivalent
- Certified Data Centre Technician Professional (CDCTP)
- CDCP Certification
Key Competencies
- Strong fault isolation and problem-solving skills
- Excellent communication (spoken and written English) and documentation ability
- Ability to work independently and follow structured change procedures
- Strong sense of ownership and service accountability
- High level of attention to detail and safety awareness
- Comfortable working in high-security and customer-facing environments
- Physically fit for lifting, racking, and prolonged standing
- Willing to work rotating shifts (24×7), including weekends and public holidays
Work Environment
- Operates in a secure and temperature-controlled data centre environment.
- Requires availability for overnight shifts, weekend rotations, and on-call support.
- May require PPE use and compliance with workplace safety protocols.
- Must be able to pass required background checks for data centre access.
