Technical Support Center Engineer

3 weeks ago

Hertfordshire, United Kingdom NTT Global Data Centers EMEA UK ltd Full time

As theTechnical Support Center Engineer,you will be reporting to the Technical Support Center Manager (EMEA), responsible for providing 24/7 operational cover for all of our sites, 1st / 2nd line support (being the first point of contact for client queries) whilst using the SalesForce application to log, categorise and prioritise all support requests.


NTT GDC EMEA are operating state-of-the-art Data Center facilities across the EMEA Region, providing highly resilient and energy efficient Data Center services, supporting business critical IT applications for some of the largest multi-national organisations in the world. The successful applicant will be joining at an exciting time as the organisation integrates multiple businesses across the EMEA region and continues to grow with new Data Centers due on-line within the next year and beyond.

Your Responsibilities

  • Excellent customer service skills and experience
  • Use the SalesForce application to log, categorise and prioritise all support requests
  • Professionally manage customer interactions both via phone and in writing
  • Understand how Data Center services work (remote hands, provisioning, change / incident management, Data Center internal and inter-network connectivity, access control etc)
  • Adhere to and support departmental SLAs and KPIs
  • Understand Data Center critical infrastructure, UPS, Generator, etc
  • NOC monitoring - responding to alarms and escalating where appropriate
  • Join on-call rota (once probation passed)

Your Profile

  • ITIL knowledge, Service Desk, Data Center Design Awareness, CompTIA or equivalents
  • A good overall understanding of data center infrastructures from (UPSs, generators, CRACs, AHUs, chillers, busbars, tap-off units) to (servers, cross connects, routers, firewalls etc)
  • Knowledge of German and / or French language an advantage
  • Valid driving licence
  • SalesForce application knowledge/experience
  • Willing and able to cover shifts during holidays and illnesses
  • Ability to work in multinational, interdisciplinary and culturally diverse teams
  • Minimum of 2 years experience working in a data center environment preferable

We look forward to hearing from you

About the Global Data Centers division of NTT Ltd.
Global Data Centers is a division of NTT Ltd. Our global platform is one of the largest in the world. NTT is ranked as one of the top three leaders worldwide by IDC in their Colocation and Interconnection Services MarketScape, spanning more than 20 countries and regions including North America, Europe, Africa, India and APAC.

As a neutral operator, we offer access to multiple cloud providers, a large variety of Internet Exchanges and telecommunication network providers including our own IPv6 compliant, tier 1 global IP network. Our clients benefit from tailored infrastructure and experience consistent best practices in design and operations across all of our reliable, scalable and customizable data centers.


Working for Global Data Centers EMEA
We are one of the leading and largest data center provider and for more than 20 years we have been supporting our clients from a wide variety of industries with our talented team of nearly 900 people (m/f/d). Today, we are designing and operating 18 data center locations across 160,000 sqm in Germany, Austria, Switzerland, in the Netherlands and in Great Britain and expanding into further markets. Our people come from a variety of industries and work together to find the best solution for every challenge. Due to the diversity of backgrounds our people (m/f/d) come from, the ability to work in teams and good communication skills are very important to us.

As a performance-oriented company, we value expert knowledge and people who want to shape the future. We are growing internationally and offer our people (m/f/d) the opportunity to work worldwide within the NTT Group if they are suitably qualified and interested.


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