Customer Service Technician

Job Description

Woking, UK
 
The Client

Datacenter People is working with the largest global provider of cloud and carrier neutral data center, colocation and interconnection solutions.

What The Job Involves 

• Provides technical customer service support and carries out operational technical interventions requested by clients (e.g., Hands & Eyes, Cross/Disconnects) which can include direct contact with customers. 
• Monitors and documents customer services provided by external providers and accompanies customers who request access to Digital Realty’s centralised patching room. 
• Supports Service Implementation activities, under the coordination of the Service Design & Implementation Engineer/Manager. 
• Executes migration activities (labelling, installation, documentation, and testing). 
• Executes operational tasks regarding incidents and problem management. 
• Potentially guides and supports more junior colleagues. 
• Informs clients, Customer Service Planning, and potentially ECSC about progress in interventions and the delivery of any value-added services, follows up on customer termination requests and questions. 
• Records the intervention in a local report for the Data Centre Manager and Senior Site Engineer Manager and provides feedback to the Customer Service Planning team. 
• Adheres to the QHSSE Responsibilities Matrix. 
• Additional Duties and Responsibilities: 
• Take on other special projects/assignments as directed by the Customer Service Manager / Senior Site Manager (or Site Manager). 
• Participate in the full continuous (24x7) Call Out team together with the other Engineers. 

We’re Looking for Someone With

• Vocational or Bachelor level qualification of a technical nature (qualified electricians are a distinct advantage). 
• Construction Skills Certification Scheme certification or similar demonstrating that you have passed the relevant Health and Safety tests (desirable but not essential). 
• 3-5 years' of previous relevant experience as a technician in Telco, IT, or DC background (preferred but not essential). 
• Experience with networks desired but not essential. 
• ITIL and/or Service Now Experience is preferred but not essential. 
• Experience working in a client-facing data centre. 
• Demonstrable knowledge of data installations and terminations. 

We regret that due to the high volume of applications we are unable to acknowledge each one. Please bear in mind that if you are selected for interview we will contact you within the next seven days.