Customer Support Technician

Job Title: Customer Support Technician

Job Location: London Data Center

Key Responsibilities

· Manage customer communications, projects, and service requests, ensuring timely updates, accurate delivery, and a high level of customer satisfaction.

· Troubleshoot and resolve customer issues relating to network connectivity, server hardware, operating systems, software applications, and other data centre infrastructure.

· Act as an escalation point for complex technical issues, working collaboratively with internal teams to identify and resolve problems efficiently.

· Support internal IT operations, including hardware deployments, Microsoft 365 administration, user support, and general helpdesk activities.

· Install and manage cross connects and cabling infrastructure on behalf of customers and network providers, ensuring accurate records and adherence to data centre standards.

· Maintain accurate documentation of incidents, troubleshooting activities, resolutions, and operational procedures within the ticketing system and knowledge base.

· Perform routine data centre maintenance tasks, including equipment installations, upgrades, cabling, rack management, and hardware replacements.

· Conduct regular infrastructure audits and maintain inventory records for equipment, racks, cabling, and power distribution units (PDUs).

· Monitor support trends and identify opportunities to improve processes, increase efficiency, and enhance the customer experience.

· Ensure compliance with company security policies, operational procedures, and industry best practices.

· Stay informed on emerging technologies and developments within data centre operations and technical support.

· Contribute positively to team culture through collaboration, knowledge sharing, and a customer-first approach.

Skills & Experience

· Minimum 3 years' experience in a technical support or data centre support role.

· Strong understanding of networking concepts, server hardware, Windows and Linux operating systems, and virtualisation technologies.

· Experience troubleshooting hardware, software, and connectivity issues within a production environment.

· Familiarity with ticketing systems, monitoring platforms, and remote support tools.

· Experience supporting Microsoft 365 environments is desirable.

· Strong communication skills with the ability to engage professionally with customers and stakeholders at all levels.

· Ability to manage priorities effectively and work calmly under pressure in a fast-paced environment.

· Proven ability to meet SLAs and deliver excellent customer service.

· Strong analytical and problem-solving skills with attention to detail.

Certifications (Desirable)

· CompTIA A+

· CompTIA Network+

· Microsoft certifications (MCSA or equivalent)

· Other relevant infrastructure or networking certifications

Working Pattern & Location

· This is a fully on-site role based at our data centre in Farringdon, London.

· Shift pattern: 4 on, 4 off, rotating between day shifts (07:00–19:00) and night shifts (19:00–07:00).

· There is no on-call requirement outside of rostered shifts. Overtime opportunities are available on a voluntary basis to cover colleagues, subject to mutual agreement.

What We Offer:

- Opportunity to be part of a fast-growing, private equity-backed company.

- A dynamic, innovative, and inclusive working environment.

- Competitive compensation and benefits package.

- The chance to work with a talented and ambitious international team.