Senior Customer Service Engineer

at  Digital Realty

WHAT YOU’LL NEED

• Vocational Qualification of a Technical Nature
• Telco’s Background is required or equivalent experience
• Minimum 3 years of experience in a hardware IT troubleshooting position
• Experience in managing/leading a small engineering team.
• Experience in Data Center Environment is preferred.
• Construction Skills Certification Scheme certification or similar demonstrating that you have passed the relevant Health and Safety tests (desirable but not essential)

SOFT SKILLS:

• You have good communications skills and are customer focused.
• You are eager to learn every day and gain extra knowledge.
• You strive for 100% accuracy, you are resilient and comfortable working within a 24/7 shift.
• You can take the lead in the field and lead a team..
• You are great at working independently.

A BIT ABOUT US

Digital Realty brings companies and data together by delivering the full spectrum of data center, colocation and interconnection solutions. PlatformDIGITAL®, 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.

The Senior Customer Service Engineer is responsible for repairs, physical customer implementation process and customer service support.

• Provide Technical Customer Service Support, carries out operational technical interventions requested by clients.
• Monitor and document customer services provided by external providers and accompanies customers that request access to Interxion’s centralized patching room.
• Execution of customer service requests (eg. precabling, cross connects and Hands & Eyes).
• Execution of migration activities (Labelling, Installation, Documentation and testing).
• Informs clients and the ECSC about progress in interventions and the delivery of any value added services, follows up on customer termination requests and questions.
• Record the intervention in a local report for the customer Services manager and provides feedback to the sales force.
• Work within a team of engineers and be an ambassador for DLR