At a Glance
- Tasks: Manage customer communications and troubleshoot technical issues in a fast-paced data centre environment.
- Company: Join a dynamic, innovative, and inclusive private equity-backed company.
- Benefits: Competitive pay, flexible shifts, and opportunities for overtime.
- Other info: Fully on-site role with a rotating shift pattern and no on-call requirements.
- Why this job: Be part of a talented international team and make a real impact on customer satisfaction.
- Qualifications: 3 years in technical support, strong networking knowledge, and excellent communication skills.
The predicted salary is between 30000 - 40000 £ per year.
Key Responsibilities
- Manage customer communications, projects, and service requests, ensuring timely updates, accurate delivery, and a high level of customer satisfaction.
- Troubleshoot and resolve customer issues relating to network connectivity, server hardware, operating systems, software applications, and other data centre infrastructure.
- Act as an escalation point for complex technical issues, working collaboratively with internal teams to identify and resolve problems efficiently.
- Support internal IT operations, including hardware deployments, Microsoft 365 administration, user support, and general helpdesk activities.
- Install and manage cross connects and cabling infrastructure on behalf of customers and network providers, ensuring accurate records and adherence to data centre standards.
- Maintain accurate documentation of incidents, troubleshooting activities, resolutions, and operational procedures within the ticketing system and knowledge base.
- Perform routine data centre maintenance tasks, including equipment installations, upgrades, cabling, rack management, and hardware replacements.
- Conduct regular infrastructure audits and maintain inventory records for equipment, racks, cabling, and power distribution units (PDUs).
- Monitor support trends and identify opportunities to improve processes, increase efficiency, and enhance the customer experience.
- Ensure compliance with company security policies, operational procedures, and industry best practices.
- Stay informed on emerging technologies and developments within data centre operations and technical support.
- Contribute positively to team culture through collaboration, knowledge sharing, and a customer-first approach.
Skills & Experience
- Minimum 3 years' experience in a technical support or data centre support role.
- Strong understanding of networking concepts, server hardware, Windows and Linux operating systems, and virtualisation technologies.
- Experience troubleshooting hardware, software, and connectivity issues within a production environment.
- Familiarity with ticketing systems, monitoring platforms, and remote support tools.
- Experience supporting Microsoft 365 environments is desirable.
- Strong communication skills with the ability to engage professionally with customers and stakeholders at all levels.
- Ability to manage priorities effectively and work calmly under pressure in a fast-paced environment.
- Proven ability to meet SLAs and deliver excellent customer service.
- Strong analytical and problem-solving skills with attention to detail.
Certifications (Desirable)
- CompTIA A+
- CompTIA Network+
- Microsoft certifications (MCSA or equivalent)
- Other relevant infrastructure or networking certifications
Working Pattern & Location
This is a fully on-site role based at our data centre in Farringdon, London. Shift pattern: 4 on, 4 off, rotating between day shifts (07:00–19:00) and night shifts (19:00–07:00). There is no on-call requirement outside of rostered shifts. Overtime opportunities are available on a voluntary basis to cover colleagues, subject to mutual agreement.
What We Offer
- Opportunity to be part of a fast-growing, private equity-backed company.
- A dynamic, innovative, and inclusive working environment.
- Competitive compensation and benefits package.
- The chance to work with a talented and ambitious international team.
Customer Support Technician employer: Verne
Join our dynamic and innovative team as a Customer Support Technician at our state-of-the-art data centre in Farringdon, London. We pride ourselves on fostering an inclusive work culture that values collaboration and knowledge sharing, while offering competitive compensation and opportunities for professional growth. With a focus on customer satisfaction and a commitment to emerging technologies, you'll be part of a fast-growing company that supports your career development in a rewarding environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Technician
✨Tip Number 1
Network like a pro! Attend industry meetups or tech events in London to connect with folks in the data centre and customer support space. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Show off your skills! If you’ve got experience troubleshooting network issues or managing Microsoft 365, make sure to highlight that in conversations. Share specific examples of how you’ve resolved complex problems to impress potential employers.
✨Tip Number 3
Don’t just apply anywhere—apply through our website! We love seeing candidates who are genuinely interested in joining our team. Tailor your approach to show how you can contribute to our customer-first culture.
✨Tip Number 4
Follow up after interviews! A quick thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in the interviewer's mind. Plus, it’s a great chance to reiterate why you’re the perfect fit!
We think you need these skills to ace Customer Support Technician
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your experience in technical support and data centre operations. Use keywords from the job description to show we’re on the same page about what you bring to the table.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Share specific examples of how you've tackled customer issues or improved processes in previous roles. We love hearing about your problem-solving skills!
Show Off Your Communication Skills:Since this role involves a lot of customer interaction, make sure your application reflects your strong communication skills. Whether it’s through your writing style or how you present your experiences, let us see your professional side!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at Verne
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around networking concepts, server hardware, and operating systems. Be ready to discuss your experience troubleshooting issues in a production environment, as this will show you’re the right fit for the role.
✨Showcase Your Customer Service Skills
Since this role is all about customer satisfaction, prepare examples of how you've successfully managed customer communications and resolved issues in the past. Highlight your ability to stay calm under pressure and meet SLAs, as these are key to impressing the interviewers.
✨Familiarise Yourself with the Company Culture
Research the company’s values and culture before the interview. Understanding their customer-first approach and collaborative team culture will help you align your answers with what they’re looking for, making you a more appealing candidate.
✨Prepare Questions to Ask
Have a few thoughtful questions ready to ask at the end of your interview. This shows your interest in the role and helps you gauge if the company is the right fit for you. Consider asking about their approach to emerging technologies or how they support team collaboration.
