Technical Support Center Engineer in Hemel Hempstead

Make an impact at NTT Global Data Centers. Join NTT Global Data Centers and be part of a team that drives innovation and sustainability in the digital world. With over 150 data centers across more than 20 countries globally, we offer unparalleled opportunities to work on cutting-edge technology and transformative projects. Experience a collaborative, innovative, and inclusive workplace where your ideas are valued, and your growth is supported.

Your role at a glance: As our Technical Support Center Engineer, you will operate state-of-the-art data center facilities across the EMEA region. At NTT GDC EMEA, we deliver highly resilient and energy-efficient data center services, supporting business-critical IT applications for some of the world’s largest multinational organizations.

What we are looking for:

• Experience of working in a data center environment or an IT Service Desk
• ITIL knowledge, Data Center Design Awareness, CCNA, CompTIA or equivalents
• SalesForce application knowledge/experience
• Highly motivated with an appetite for success and learning
• Can adapt and react to dynamic changing environment
• Excellent skills in Microsoft Office products
• Excellent client-facing and internal communication skills
• Solid organizational skills including attention to detail and ability to multi-task
• Proven ability to work under pressure
• Has a can-do attitude with the ability to improve ways of working
• Works well in a team environment
• Ability to work in multinational, interdisciplinary and culturally diverse teams
• Good analytical/problem solving skills
• To be able to work well within a team environment as well as independently
• To possess initiative with an inquisitive nature, unafraid to ask appropriate questions
• A good overall understanding of IT technologies (servers, switches, routers, hardware, operating systems, cabling standards)
• A good overall understanding of data center infrastructures (UPSs, generators, CRACs, AHUs, chillers, busbars, tap-off units)
• Operate computer, peripherals, and other office equipment
• Willing and used to working in a shift pattern and on nights
• Valid driving license
• Predominantly office based and from time to time will be permitted to perform work from a remote location with stable internet connection

What you will do:

• Provide 24/7 operational cover for all our sites
• Provide 1st / 2nd line support (being the first point of contact for client queries)
• Use SalesForce to log, categorise and prioritise all support requests, adhering to all appropriate SLAs and KPIs
• Professionally managing customer interactions both via phone and in writing
• Understand how Data Center services work (remote hands, provisioning, change / incident management, peering, x-connects, access control etc)
• Understand Data Center critical infrastructure, UPSs, Generators, etc
• Triaging relevant support requests and engaging specialist teams to help resolve queries
• Effectively coordinate with multiple different teams, both technical and non-technical to case resolution, across all EMEA sites, support requests as quickly as possible
• NOC monitoring - responding to alarms and escalating where appropriate
• Write and send formal client notifications during major incidents
• Any other duties relevant to the position and the running of the company

Who we are: As the third largest data center provider, we operate over 150 data centers in more than 20 countries and regions. We understand that every business – large and small – has its own unique needs and goals. We offer local-to-global data center expertise, aligned with our connected platform of AI-ready data centers to create solutions that enable our clients to seamlessly scale their digital businesses, anywhere and anytime.