Company OverviewReboot Monkey is a global datacenter services provider headquartered in Haarlem, Netherlands, operating 24 green-powered facilities across 6 continents. We deliver colocation, IP transit, smart hands, remote hands, and managed datacenter services to clients worldwide. We're a lean, remote-first team building the infrastructure backbone of the internet.About the RoleThis is the most important hire we are making right now.Currently, our CEO handles all datacenter operations personally: ticket triage, Smart Hands dispatch, SLA tracking, technician coordination, client status updates. That needs to change so the company can grow. You are the person who takes that over.This is not a passive "monitor the dashboard" role. You will be the first point of contact for every operational request that comes in — from Smart Hands dispatch at a facility in Singapore to an emergency remote hands call from a client in Germany. You need to be fast, precise, and calm under pressure.Day-to-day you will:Receive and triage incoming service requests (Smart Hands, Remote Hands, emergency incidents)Dispatch field technicians from our global DCT pool to the correct facility with the correct instructionsTrack SLA windows per ticket and per client — you own the clockCommunicate status updates to clients while work is in progressMaintain the ticketing system (Freshdesk)Coordinate directly with facility operators at all 24 locationsSubmit a shift handover report at the end of every shiftEscalate P1 incidents to the CEO with a clear situation summary within 15 minutesWhat You'll Own (KPIs)These are your KPIs. They are shared upfront because you will be evaluated on them from Day 31 onward:P1 ticket response time: 15 minutes or less (first 30 days: 30 minutes)P2 ticket response time: 2 hours or less (first 30 days: 4 hours)Dispatch completion rate: 95%+ of tickets closed within the contracted SLA windowShift handover report: Submitted every shift end, posted in the ops handover channelSLA compliance rate: 98%+ monthlyA missed SLA can lose a client. That is the standard of precision this role requires.Requirements2+ years of experience in a datacenter, MSP, or NOC environment — non-negotiableHands-on experience with ticket triage and helpdesk operations (ServiceNow, Jira Service Desk, Freshdesk, Zendesk)Fluent written and spoken EnglishAvailable to work during local business hours in UTC+5 to UTC+8Comfortable handling escalations and staying calm under pressureAbility to track multiple open tickets simultaneouslyNice to HavesFamiliarity with DCIM toolsExperience with cPanel/WHM or similarBasic networking knowledge: BGP, DNS, IP routingITIL Foundation certificationExperience writing runbooks or SOPsCompensation and TermsMonthly retainer: EUR 1,000–1,200 depending on experienceArrangement: Freelance / contractor — you invoice us monthlyHours: Full-time, 40 hours/week tracked via HubstaffPerformance reviews: Every 2 weeks for the first 3 months, then monthlyPayment: Monthly, on the 5th of each monthTimezone RequirementUTC+5 to UTC+8 required. Pakistan, India, Philippines, Malaysia. Your working hours must provide overlap with European business hours (9 AM–1 PM CET) while also covering APAC client activity. This is a hard requirement.How We HireApplication review — within 1–2 business daysInitial video call with Michel (CEO) — 30 minutesPaid trial task — 4–8 hour SLA simulation: 5 mock support tickets at varying priority levels, triage, draft client responses, create dispatch plan. EUR 50–100.Reference checkDecision — within 1 week of trialWhy This Role MattersYou will be the first person to handle operations so Michel can focus on growing the business. You are not just filling a role — you are building a department. Within 6 months, you will have the opportunity to help hire and train a second coordinator and begin building a structured operations team.Apply with: Your CV, a brief note on your DC/NOC experience, and your availability to start.2+ years datacenter/MSP/NOC experience, helpdesk operations, fluent English, UTC+5 to UTC+8 timezone
