Client Job Title: Lead I - Lab Support
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 Lab Technician, Remote Debug Support 24×5 to lead complex remote troubleshooting and platform recovery activities across global Client environments. The role focuses on advanced incident resolution, recovery procedure development, team mentoring, operational improvements, and ensuring continuous availability of validation infrastructure through 24×5 remote support operations.
Key Roles & Responsibilities
- Lead complex remote troubleshooting and platform recovery activities across global Client validation environments.
- Diagnose boot failures, qualification issues, infrastructure outages, firmware problems, and system availability issues using monitoring dashboards, SSH, KVM, GTA Toolkit, and engineering tools.
- Perform advanced system recovery, platform qualification, firmware troubleshooting, and infrastructure issue resolution.
- Develop and maintain recovery procedures, troubleshooting guides, and operational documentation.
- Analyze recurring failure patterns, identify root causes, and recommend preventive improvements to enhance platform reliability.
- Mentor junior technicians and provide technical guidance on troubleshooting methodologies and recovery processes.
- Coordinate escalations with engineering teams, onsite support teams, and cross-functional stakeholders.
- Support continuous service availability by monitoring operational health and ensuring timely issue resolution.
- Drive operational excellence through process improvements, automation opportunities, and best practice implementation.
- Ensure compliance with operational KPIs, SLAs, and remote support procedures across 24×5 operations.
- Advanced Remote Operations Support
- Complex Hardware and Software Troubleshooting
- System Recovery and Incident Management
- Platform Debugging and Qualification Support
- Windows and Linux Administration
- SSH, KVM, and Remote Management Tools
- GTA Toolkit and Engineering Support Tools
- Firmware and BIOS Troubleshooting
- Monitoring Dashboard Analysis
- Root Cause Analysis and Preventive Action Planning
- Technical Leadership and Mentoring
- SLA and KPI Management
- Experience supporting global validation labs or large-scale engineering environments.
- Strong knowledge of server platforms, firmware, BIOS, and hardware qualification processes.
- Experience handling critical incidents and driving technical escalations.
- Familiarity with automation, monitoring improvements, and operational optimization.
- Ability to mentor technical teams and establish troubleshooting best practices.
- Strong communication skills with experience working across global teams.
Bachelor's degree or Master'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
Incident Management, Issue Analysis, Diagnostics
