Your role
The Technician II is responsible for executing Service Requests, encompassing remote hands services for customers, cross-/disconnects, and assisting in customer implementations. The primary focus is to support uninterrupted customer infrastructure operation while addressing internal requests to maintain the cleanliness, tidiness, and safety of the data center environment. This role will participate in the full continuous (24x7) Call Out team together with the other Technicians.
What you'll do
- Provide technical customer service support and perform operational technical interventions for clients, including handling Remote Hands requests.
- Assist in the implementation of technical projects and support activities, including setup, deinstallation, and documentation of equipment.
- Responsible for drafting and ensuring the execution of assigned Operational procedures & processes, including Risk Assessment Method Statements (RAMS), Maintenance Operating Procedures (MOPs), and Standard Operating Procedures (SOPs).
- Contributes to the development of Emergency Operating Procedures and escalation procedures to ensure effective First Line Facility support
- Ensure compliance with company policies and regulations, including executing customer request reporting and administration.
- Document progress, issues, outcomes, and contribute to continuous improvement initiatives.
- Provide supervision, training, mentoring, and guidance to technicians, contributing to team development efforts.
- Demonstrate proficiency in a wide range of essential skills, including troubleshooting.
- Deploying, installing, upgrading, and decommissioning server hardware, storage systems, and networking components (e.g., switches, routers, fiber/copper cabling).
- Diagnosing and resolving hardware faults, component replacements, and preventative maintenance to ensure peak infrastructure performance.
- Ensuring optimal data center environmental conditions, including rack power management, cable organization, and environmental safety.
What you'll need
- Proven experience in ‘Telecommunications, IT or electrotechnical, Network Infra structure environment.
- Good understanding of structured network infrastructure and Industry measurement tools
- Skilled in optical fibre installations, wiring networks, electrical wiring, network configurations.
- Excellent problem analyses skills
- Strong troubleshooting skills and RCA (Root Cause Analysis) capability
- Skilled in customer communication and handling customer requests / complaints Skilled in service-oriented software, tasks handling and administration
- Skilled in Microsoft office and Service Management applications (e.g. Excel)