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Technical Support Engineer
2 weeks ago
Overview
You have the chance to work for a global IT Managed Services business that supplies IT consulting, technical and support services, to a global portfolio of clients consisting of household brand names, including Fortune 100 companies. They operate in over 70 countries, have 25,000 + staff members, and received an award for the Clarivate Top 100 Global Innovator 2021 programme.
This role sits within a global subsidiary of the Group, supporting one of the largest connected platforms globally, providing comprehensive data centre solutions. As a Technical Support Engineer, you are responsible for ensuring operational coverage across multiple sites. This includes offering 1st and 2nd line support, serving as the initial point of contact for client inquiries, and utilising Salesforce to log, categorize, and prioritize all support requests.
Key Responsibilities of the Technical Support Engineer:
- Provide excellent customer service across several sites, both in the UK and overseas.
- Log, categorise, and prioritise support requests using Salesforce.
- Manage customer interactions professionally via phone and email.
- Understand Data Center services (remote hands, provisioning, change/incident management, connectivity, access control).
- Adhere to departmental SLA’s and KPI’s.
- Understand Data Center critical infrastructure (UPS, Generator, etc.).
- Monitor NOC, respond to alarms, and escalate as needed.
Key Requirements of the Technical Support Engineer:
- ITIL Service Desk/Help Desk support experience.
- Base understanding of data center infrastructure (UPSs, generators, CRACs, AHUs, chillers, busbars, tap-off units, servers, cross-connects, routers, firewalls)
- Experience with Salesforce, incident management and handling tickets.
- Proactive work ethic with excellent organisation/coordination skills.
- Ability to work in multinational, interdisciplinary, and culturally diverse teams.
- Valid driving license
- Willingness to cover shifts during holidays and illnesses.
- Experience in a data center environment (Desirable)
- German and/or French language proficiency (Desirable)
- Understanding of Data Center Design (Desirable)
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