Customer Service Technician - Docklands

The Customer Service Technician (CST) is responsible for carrying out Service Requests, which could be remote hands services for customers, cross-/disconnects, and elements of customer implementations

Key Roles and Responsibilities:

• 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.


• Support Service Implementation activities, under the coordination of the Service Design & Implementation Engineer/Manager


• Execution of migration activities (labelling, installation, documentation, and testing).


• Execution of operational tasks regarding incidents and problem management


• Potentially guidance and support of more junior colleagues


• Informs clients, Customer Service Planning, and the 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.
  
  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
  
  Digital Realty brings companies and data together by delivering the full spectrum of data center, colocation and interconnection solutions. PlatformDIGITAL®, the company's global data center platform, provides customers with a secure data meeting place and a proven Pervasive Datacenter Architecture (PDx ) solution methodology for powering innovation and efficiently managing Data Gravity challenges. Digital Realty gives its customers access to the connected data communities that matter to them with a global data center footprint of 300+ facilities in 50+ metros across 25+ countries on six continents.