At a Glance
- Tasks: Provide top-notch technical support and manage customer service requests.
- Company: Join Digital Realty, a leader in data centre solutions with a global presence.
- Benefits: Competitive pay, excellent benefits, inclusive culture, and growth opportunities.
- Other info: Dynamic environment with continuous training and clear career pathways.
- Why this job: Be part of a passionate team making a real impact in the tech world.
- Qualifications: Technical qualification preferred; experience in IT or telecom is a plus.
The predicted salary is between 40000 - 45000 £ per year.
Your role
The Customer Service Engineer is responsible for carrying out Service Requests of customers and will be responsible for the layer between first level support and second level support that combines technical support, operational delivery, and service management.
You will act as the point of contact for customer service requests, working across server, network, cabling, and infrastructure environments while ensuring service delivery meets agreed SLAs.
What You'll Do
- Provides technical customer service support and carries out operational technical interventions requested by clients which include direct contact with customers (eg Hands & Eyes, Cross /Disconnects or act as Incident Manager)
- Monitors and documents customer services provided by external providers
- Supports Implementation Services activities, under coordination of the Implementation Services Manager.
- Executes migration activities (Labelling, Installation, Documentation and testing).
- Monitoring of Infra Structure alerts and provide 1st level response taking in consideration the applicable EOP and SOP’s.
- Executes operational tasks regarding incident and problem management and acting as local Incident Manager when applicable.
- Potentially guidance and support of more junior colleagues.
- Informs clients, Technical Ops Planning function and 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 Center Manager and provides feedback to the Technical Ops Planning function
- Execution of approved CR’s according to the Global standards of Digital and in cooperation Technical Ops function.
- Provides advanced 1st line support to the Site teams and escalates / decides for 2nd line call out support and/or supplier if applicable.
- Arranges access requests when applicable and execute a risk assessment.
- Provides reporting and documentation management of all site related incidents.
- What You'll Need
- Vocational qualification of a technical nature (qualified electricians are a distinct advantage)
- Previous relevant experience as a technician in Telco, IT or DC background
- Experience of networks desired but not essential
- ITIL and/or is preferred but not essential
- HVAC, mechanical, electrical
- Demonstrable knowledge of Data installations and terminations.
- Excellent organizational skills and attention to detail.
About Us
Digital Realty brings companies and data together by delivering the full spectrum of data center, colocation and interconnection solutions.
Platform DIGITAL, 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.
Training and Development
Join our Data Center Operations team and gain the support to succeed from day one.
Our onboarding program prepares you to contribute meaningfully right away, with clear career pathways and continuous training to fuel your long-term growth.
From onboarding to specialized development, we equip you with the skills and opportunities to make a lasting impact in operations.
Safely Powering Progress
Safety isn't just a priority here at Digital; it's critical to everything we do.
Safeguarding lives, protecting assets, and securing data aren't just ideals - they're essential pillars of our commitment to excellence for our people, our partners and our customers.
We have a culture of care where every member of Team Digital embraces a relentless pursuit of working safely across Digital Realty.
Together we are Safely Powering Progress.
Our Compensation Philosophy
Digital Realty offers its employees a highly competitive compensation package, excellent benefits, and an environment that recognizes and rewards your contributions.
Central to our compensation philosophy is rewarding our employees for achieving the values and objectives aligned to the company's overall goals and values.
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Customer Service Engineer employer: Digital Realty
Digital Realty is an exceptional employer that fosters a supportive and inclusive work culture, allowing employees to bring their whole selves to work. With a focus on professional development and a commitment to recognising contributions, employees can thrive in their careers while collaborating with diverse teams to meet the evolving needs of global customers. Located in a dynamic business sector, Digital Realty offers competitive compensation and benefits, making it an attractive place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Engineer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Digital Realty. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Digital Realty before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Engineer
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Digital Realty:Your cover letter is your chance to shine! Tell us why you want to work at Digital Realty specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Digital Realty!
How to prepare for a job interview at Digital Realty
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
