Technician II (Slough)

Your role involves supporting Service Requests, including basic technical interventions such as remote hands services for customers and assisting with cross-/disconnects under supervision. The primary focus is ensuring the smooth functioning of customer infrastructure. Additionally, you will assist with internal requests to maintain cleanliness and safety within the data center.

Overall Responsibilities:

• Adhere to company safety policies, operational efficiency, and core values.
• Provide technical customer service support and perform operational technical interventions for customers, including handling Remote Hands requests.
• Assist with technical projects and support activities, including equipment setup, deinstallation, and documentation.
• Ensure compliance with company policies and regulations, including customer request reporting and administration.
• Document and analyze progress, issues, and outcomes to drive continuous improvement initiatives.

Customer Support and Technical Interventions:

• Provide technical customer service support and operational interventions requested by clients.
• Handle Remote Hands requests, including customer equipment migration (labeling, installations, documentation, and testing).
• Emergency troubleshooting and maintenance of customer infrastructure (e.g., rebooting, resetting, handling connectivity issues).
• Special maintenance requests (e.g., simple repairs, equipment exchange, technical measurements).
• Keep clients and internal teams informed about work progress and deliver value-added services.
• Monitor and document customer services provided by external providers.

Implementation Services:

• Support migration and implementation activities under the coordination of the Implementation Services team.
• Perform Cross Connect setup and deinstallation, including cabling, installation, documentation, and testing.

Compliance and Administration:

• Execute customer request reporting and administration in the internal system.
• Ensure all work complies with relevant policies and regulations, conducting risk assessments as necessary.

Team Support:

• Support Level I & II Technicians as requested by Site Management.
• Assist in decision-making for technical customer service-related matters under supervision.

Additional Responsibilities:

• Assist with special projects or assignments as directed by the Lead Technician or Supervisor.
• Participate in the continuous (24x7) Call Out team.
• Engage in training and development opportunities.
• Provide observations and suggestions for improving data center effectiveness and efficiency.

What you’ll need:

Hard Skills:

• Basic understanding of telecommunications, IT, or electrotechnical environments.
• Familiarity with basic network infrastructure and measurement tools.
• Skills in optical fiber installations, wiring networks, electrical wiring, and network configurations.
• Basic problem analysis and troubleshooting abilities.
• Proficiency in service-oriented software, task handling, and administration.
• Knowledge of Microsoft Office and Service Management applications (e.g., Excel).

Soft Skills:

• Interest in Data Center mechanical and electrical appliances, with the potential to undergo basic training to support engineering teams with general maintenance tasks.
• Proactive and customer-focused mindset with dedication to service and business goals.
• Attention to detail and hands-on approach with a willingness to learn and develop.
• Team-oriented mentality with effective communication skills and resilience in challenging situations.

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.

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.