Assistant II - Lab Support

Client Job Title: Lab Technician, Remote Debug Support 24×5

UST Job Title:  Assistant II - Lab Support

Who we are:

At UST, we help the world’s best organizations grow and succeed through transformation. Bringing together the right talent, tools, and ideas, we work with our client to co-create lasting change. Together, with over 30,000 employees in over 25 countries, we build for boundless impact—touching billions of lives in the process. Visit us at.

The Opportunity:
UST is looking for a Senior Remote Operations Support Engineer to provide advanced remote support for Client validation environments. The role focuses on platform monitoring, advanced debugging, incident triage, system recovery, deployment validation, and ensuring high availability of validation infrastructure through proactive operational support.

Key Roles & Responsibilities:

• Perform advanced remote debugging, system recovery, platform monitoring, and incident triage across Client validation environments.
• Analyze platform downtime trends and investigate failed test systems to identify root causes and implement corrective actions.
• Perform remote operating system recovery, firmware updates, hardware diagnostics, and system qualification activities.
• Support deployment validation and monitor CI regression environments to ensure stable and reliable validation infrastructure.
• Respond to customer support requests and provide timely resolution of platform and infrastructure issues.
• Coordinate with onsite lab support and engineering teams for issues requiring physical intervention.
• Maintain operational documentation, recovery procedures, incident reports, and technical knowledge repositories.
• Monitor platform health and proactively address potential issues to maximize system availability.
• Ensure adherence to operational procedures, service level agreements (SLAs), and operational KPIs.
• Drive continuous improvement initiatives to enhance remote support efficiency and platform reliability.

Required Skills:

• Advanced Remote Infrastructure Support
• System Recovery and Incident Management
• Platform Monitoring and Health Analysis
• Windows and Linux Administration
• Firmware Updates and Hardware Diagnostics
• Root Cause Analysis and Technical Troubleshooting
• CI/CD and Regression Environment Monitoring
• Deployment Validation
• Technical Documentation and Incident Reporting
• Remote System Administration and Operational Support

Desired Skills:

• Experience supporting validation farms, engineering labs, or large-scale test environments.
• Knowledge of server hardware, BIOS, firmware, and platform qualification processes.
• Familiarity with monitoring, remote management, and ticketing tools.
• Strong analytical and problem-solving skills with experience investigating complex platform failures.
• Ability to collaborate effectively with onsite support teams and cross-functional engineering groups.
• Experience driving operational improvements and ensuring SLA compliance.

Qualification:

Bachelor's degree in Computer Science, Information Technology, Electronics, Electrical Engineering, or a related field.

What we believe:

We’re proud to embrace the same values that have shaped UST since the beginning. Since day one, we’ve been building enduring relationships and a culture of integrity. And today, it's those same values that are inspiring us to encourage innovation from everyone, to champion diversity and inclusion and to place people at the centre of everything we do. 

Humility:

We will listen, learn, be empathetic and help selflessly in our interactions with everyone.

Humanity:

Through business, we will better the lives of those less fortunate than ourselves.

Integrity:

We honour our commitments and act with responsibility in all our relationships.

Equal Employment Opportunity Statement

UST is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion, or sexual orientation.

All employment decisions shall be made without regard to age, race, creed, colour, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

UST reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance.

• To support and promote the values of UST.

• Comply with all Company policies and procedures