Technician I

Your role

The Technician is responsible for supporting Service Requests, including basic technical interventions such as remote hands services for customers and assisting with cross-/disconnects under supervision. The primary focus is ensuring the smooth functioning of customer infrastructure. Additionally, the Technician assists with internal requests to maintain cleanliness and safety within the data center.

What you'll do

Overall Responsibilities:

• Adhere to company safety policies, operational efficiency, and core values.
• Provide technical customer service support and perform operational technical interventions for customers, including handling Remote Hands requests.
• Assist with technical projects and support activities, including equipment setup, deinstallation, and documentation.
• Ensure compliance with company policies and regulations, including customer request reporting and administration.
• Document and analyze progress, issues, and outcomes to drive continuous improvement initiatives.

Customer Support and Technical Interventions:

• Provide technical customer service support and operational interventions requested by clients.
• Handle Remote Hands requests, including:
• Customer equipment migration (labeling, installations, documentation, and testing).
• Emergency troubleshooting and maintenance of customer infrastructure (e.g., rebooting, resetting, handling connectivity issues).
• Special maintenance requests (e.g., simple repairs, equipment exchange, technical measurements).

Implementation Services:

• Support migration and implementation activities under the coordination of the Implementation Services team.
• Perform Cross Connect setup and deinstallation, including cabling, installation, documentation, and testing.

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 Support:

• Support Level I & II Technicians as requested by Site Management.

Additional Responsibilities:

• Assist with special projects or assignments as directed by the Lead Technician or Supervisor.
• Participate in the continuous (24x7) Call Out team.
• Engage in training and development opportunities.
• Provide observations and suggestions for improving data center effectiveness and efficiency.

What you'll need

Hard Skills:

• Basic understanding of telecommunications, IT, or electrotechnical environments.
• Familiarity with basic network infrastructure and measurement tools.
• Skills in optical fiber installations, wiring networks, electrical wiring, and network configurations.
• Basic problem analysis and troubleshooting abilities.
• Proficiency in service-oriented software, task handling, and administration.
• Knowledge of Microsoft Office and Service Management applications (e.g., Excel).

Soft Skills:

• Has an interest in Data Center mechanical and electrical appliances, with the potential to undergo basic training to support engineering teams with general maintenance tasks.
• Proactive and customer-focused mindset with dedication to service and business goals.
• Attention to detail and hands-on approach with a willingness to learn and develop.
• Team-oriented mentality with effective communication skills and resilience in challenging situations.