Customer Service Technician

2 weeks ago

London, United Kingdom Digital Realty - Multi-Lingual 2023 Full time

Your role

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. 

What you’ll need

  • 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

A bit about us

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. To learn more about Digital Realty, please visit digitalrealty.com or follow us on LinkedIn and Twitter.

What we can offer you

Our rapidly evolving business sector offers the opportunity to be part of a courageous and passionate team who work together to understand and meet the changing needs of our global customers. Join us and you’ll be part of a supportive and inclusive environment where you can bring your whole self to work. As part of our team, you’ll get to work with people from different business areas, challenge the way we do things and put your ideas into action. We’ll also give you plenty of development opportunities so you can build a rewarding and successful career with us. This is an exciting time to join our business so apply now and make your mark on our future.

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