Technical Support Center Engineer

at  NTT Global Data Centers EMEA GmbH

As the Technical Support Center Engineer, you will be reporting to the Technical Support Center Manager (EMEA), responsible for providing 24/7 operational cover for all of our sites, 1st / 2nd line support (being the first point of contact for client queries) whilst using the SalesForce application to log, categorise and prioritise all support requests.
NTT GDC EMEA are operating state-of-the-art Data Center facilities across the EMEA Region, providing highly resilient and energy efficient Data Center services, supporting business critical IT applications for some of the largest multi-national organisations in the world. The successful applicant will be joining at an exciting time as the organisation integrates multiple businesses across the EMEA region and continues to grow with new Data Centers due on-line within the next year and beyond.

• Excellent customer service skills and experience
• Use the SalesForce application to log, categorise and prioritise all support requests
• Professionally manage customer interactions both via phone and in writing
• Understand how Data Center services work (remote hands, provisioning, change / incident management, Data Center internal and inter-network connectivity, access control etc)
• Adhere to and support departmental SLA’s and KPI’s
• Understand Data Center critical infrastructure, UPS, Generator, etc
• NOC monitoring - responding to alarms and escalating where appropriate
• Join on-call rota (once probation passed)