Technician II

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 youll 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 MOPs Change Requests (CR) and 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 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.

Additional Responsibilities:

• Take on other special projects/assignments as directed by Manager Remote Hands and/or Lead Technician.
• Participate in the continuous (24x7) Call Out team together with the other Technicians.
• Consistently strive to develop and increase skills & expertise.
• Assist in the development of training plans and actively support the recruitment process.

What youll 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.

A bit about us

Digital Realty brings companies and data together by delivering the full spectrum of data center colocation and interconnection solutions. PlatformDIGITAL the companys global data center platform provides customers with a secure data meeting place and a proven Pervasive Datacenter Architecture (PDx) solution methodology for powering innovation and efficiently managing Data Gravity challenges. Digital Realty gives its customers access to the connected data communities that matter to them with a global data center footprint of 300 facilities in 50 metros across 25 countries on six continents. To learn more about Digital Realty please visit or follow us on LinkedIn and Twitter.

What we can offer you

Our rapidly evolving business sector offers the opportunity to be part of a courageous and passionate team who work together to understand and meet the changing needs of our global customers. Join us and youll be part of a supportive and inclusive environment where you can bring your whole self to work. As part of our team youll get to work with people from different business areas challenge the way we do things and put your ideas into action. Well also give you plenty of development opportunities so you can build a rewarding and successful career with us. This is an exciting time to join our business so apply now and make your mark on our future.