Your role

The Technician II is responsible for supporting 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.

What you'll do

Customer Support and Technical Interventions:

• Provides technical customer service support and carries out operational technical interventions requested by clients.
• Handles Remote Hands requests of customers according to instructions of the supervisor which includes:
  o Customer equipment migration through labeling, installations, documentation, and testing
  o Emergency troubleshooting and maintenance of customer infrastructure and shows leadership (reboot, reset, handle connectivity issues)
  o Special maintenance requests (e.g. simple repairs, equipment exchange, technical measurements)
• Ensures clients and internal teams are informed about the work progress and delivery of value-added services, including following up on customer termination requests and queries.

• Monitors and documents customer services provided by external providers.
  

Implementation Services:

• Supports migration and implementation activities under coordination of the Implementation Services team.
• Responsible for setup and deinstallation of Cross Connects through cabling, installation, documentation, and testing.

• Executes and drafts MOP’s, Change Requests (CR), and EOP’s when applicable.
  

Compliance and Administration:

• Execute customer request reporting and administration in the internal system.

• Ensure all work complies with relevant policies and regulations, conducting risk assessments as necessary.
  

Team Management and Support:

• Provides leadership and supervision to Level I Technicians when requested by Site Management and as appropriate.
• Demonstrates the ability to make decisions in the technical field within the guidelines provided by Site Management

• Adapts a mentoring leadership style, advising, training, and guiding less experienced engineers.
  

What you'll need

Hard Skills:

• Proven experience in ‘Telecommunications, IT or electrotechnical, Network Infrastructure environment.
• Good understanding of structured network infrastructure and Industry measurement tools
• Skills in optical fiber installations, wiring networks, electrical wiring, and network configurations.
• 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

• Knowledge of Microsoft Office and Service Management applications (e.g., Excel).
  

Soft Skills:

• Proactive and customer-focused mindset, showing dedication to customer service and exceeding business goals.
• Attention to detail and a hands-on approach to tasks, coupled with a strong drive for continuous learning and development.
• Enhanced team-oriented mentality, actively contributing to team effectiveness and demonstrating adaptability and flexibility in various situations.
• Effective communication skills within the team and across different levels of the organization, while exhibiting resilience and problem-solving abilities in challenging scenarios.