Technician

Job Title: Technician I Purpose

The Technician I 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.

Job Magnitude

Latitude
This position reports to the Manager Remote Hands Lead Technician or Manager Data Center. Internal contacts include various Operations Departments such as Property Operations & Service Planning and Implementation Services. External contacts include suppliers and customers.

Level of Impact

• Handles customer requests to ensure the operational continuity of customer infrastructure.
• Executes customer service tasks such as Remote Hands (e.g. migration maintenance troubleshooting installation configuration) and Cross Connects (e.g. installations deinstallations documentation testing).
• Has a significant impact on customer satisfaction by meeting SLAs and maintaining good communication.
• Assists in maintaining a clean tidy and safe data center environment.

Budget Responsibility
None.

Responsibilities and Duties

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).
• Keep clients and internal teams informed about work progress and deliver valueadded services.
• Monitor and document customer services provided by external providers.

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.
• Execute EOPs 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 Support:

• Support Level I & II Technicians as requested by Site Management.
• Assist in decisionmaking for technical customer servicerelated matters under supervision.

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.

Qualifications and Competencies

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 serviceoriented software task handling and administration.
• Knowledge of Microsoft Office and Service Management applications (e.g. Excel).

Soft Skills:

• Proactive and customerfocused mindset with dedication to service and business goals.
• Attention to detail and handson approach with a willingness to learn and develop.
• Teamoriented mentality with effective communication skills and resilience in challenging situations.

Company Values

Customer Focus

• Listen We listen to our customers needs.
• Adapt We adapt to new situations.
• Simplify We continuously simplify and improve our ways of working.

Teamwork

• Open We are open and transparent.
• Collaborative We collaborate across boundaries and share our knowledge.
• Inclusive We include and value diverse opinions.

Results Driven

• Own It We take responsibility for our actions.
• Deliver We deliver on our promises to one another and our customers.
• FutureFocused We balance shortterm results with investment in the future.