ICT Service Delivery Technician

at  CBRE

ACCOUNTABILITIES

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• Directly accountable to the ICT Operations Manager and a dotted line reporting to the Senior CBRE ICT team.

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• The post holder has no direct reports.

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• This post carries no direct budgetary responsibility, but financial awareness is required when replacing parts, using consumables.

PURPOSE OF THE JOB

To provide day to day operational break fix cover to the Data Center.
The cover includes (but is not limited to) incident ticket requests monitoring, acknowledgement, updating, assist with planned work activities and change requests, clerical data inputting, operational reporting, preparing tools, equipment, assistance with reviewing and updating operational compliance documentation, audits, provision of hardware break-fix and stock control.

KEY RESPONSIBILITIES

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• Carry out infrastructure installations, Decommissioning, cabinet modifications and hardware tasks as per relevant smart hands tickets.

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• Good experience of cable management within server rack space and communal areas.

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• Collect and prepare items required for any night/weekend planned work requests including but not limited to hardware, materials, print host & wrap-round labels, patch cords, fixings, and documentation.

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• Good, structured cabling / patching / cross connect installation/troubleshooting experience, as well as experience with splicing and standard copper terminations (RJ45 and punch down).

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• Basic knowledge and experience of server hardware component replacement.

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• Able to configure iLO ports upon request (configuration data provided by others).

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• Confident speaking to both customers and senior management directly and to describe complicated technical issues in simplistic terms to explain a potential service affecting situation clear and concisely.

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• Attend service, incident, project meetings if required to do so and to provide input if any is warranted upon the agreement of onsite CBRE management.

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• Assist or create/provide ICT related reports upon request.

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• Ensure the stock thresholds are not breached and escalate to the ICT Operations Manager to arrange for stock to be replenished.

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• Ensure that Internal CBRE processes and policies are read, understood, always followed, and adhered to.

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• Ensure that all relevant site rules, standards, processes, and procedures are read, understood, and followed.

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• Assist the ICT Operation Manager with the review and updating of any operational compliance documentation to ensure that it is current and relevant.

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• Make sure all work completed is carried out to the accepted and expected site standards.

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• Always promote a positive image of CBRE.

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• Ensure that if any issues occur on-site, which could be detrimental or result in potential failure to adhere to our SLA’s or KPI’s is reported to the ICT Operations Manager immediately.

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• Escalate any issues or concerns relating to the data halls to the ICT Operations Manager.

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• Ensure that health and safety requirements are met and that any concerns or incidents are escalated appropriated and document any accidents that occur in the site accident book.

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• Ensure that e-mails and ticket queues are checked regularly and actioned where necessary and completed.

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• Ensure CRQ’s and permits are in place and have relevant approval prior work commencing on the associated task, notify the ICT Operations Manager if any discrepancies arise.

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• Keep all relevant storerooms clean and tidy and ensure that the related stock spreadsheets are up to date.

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• Ensure that the ICT Operations Manager or ICT Support Manager are advised of any hardware discrepancies you find within the data racks, as well as any cabling related discrepancies in the building.

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• Ensure all ticket requests upon receipt have sufficient infrastructure/cable management and cab specification are correct, notify the ICT Team Leader should any issues be found.

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• All monitored site-specific workflow tickets must be updated accordingly.

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• Provide vendor assistance and update records of AWC’s (which may include escorting).

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• Assist with data input to the customer systems support tools (including but not limited to DC Track / DCIM tool, etc.).

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• Ensure that the ICT Operations Manager is kept informed of any delays to planned work etc.

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• Assist the ICT Support Manager on any project related work.

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• Ensure the telephone hotline monitoring and answer any calls at all times while on-site and ensure that telephone etiquette is followed also check for any voicemails that may have been left.

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• Make sure that all working areas (including comms rooms/data halls) are kept in a clean and tidy condition to the standard expected by the client.

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• To perform any other duties within your skillset as delegated by the ICT Operations Manager.

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• Ensure awareness and compliance with the contractual KPI’s/SLA’s are undertaken.

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• Physically able to lift boxes/devices up to 25Kg.

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• Must be able to arrive on any of the customer’s sites upon the agreed day/shift starting time.

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• Must be able to travel to provide hardware replacement/ICT support across the UK to any of the CBRE supported BA sites.

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• Be part of the 24/7 on-call rota.