Your role

The Critical Engineering Technician is responsible for executing Service Requests encompassing remote hands services for customers cross-/disconnects and assisting in customer implementations. The primary focus is to support uninterruptedcustomerinfrastructureoperationwhileaddressinginternalrequeststomaintainthecleanliness tidiness and safety of the data center environment. Secondary focus is the training of Engineers in Remote hands functions and also support Engineering Operations when required.

What youll do

CustomerSupportandTechnicalInterventions:

• Providestechnicalcustomerservicesupportandcarriesoutoperationaltechnicalinterventions requested by clients.
• HandlesRemoteHandsrequestsofcustomersaccordingtoinstructionsofthesupervisorwhich includes:
  • Customerequipmentmigrationthroughlabelinginstallationsdocumentationandtesting
  • Advancedemergencytroubleshootingandmaintenanceofcustomerinfrastructureandshows leadership (reboot reset handle connectivity issues)
  • Specialmaintenancerequests( measurements)
• Ensuresclientsandinternalteamsareinformedabouttheworkprogressanddeliveryofvalue-added services including following up on customer termination requests and queries.
• Directsmonitorsanddocumentscustomerservicesprovidedbyexternalproviders.

ImplementationServices:

• SupportsmigrationandimplementationactivitiesundercoordinationoftheImplementationServices team.
• AssistsinsetupanddeinstallationofCrossConnects throughcablinginstallationdocumentationand testing.
• ExecutesanddraftsMOPsChangeRequests(CR)andEOPswhen applicable.

ComplianceandAdministration:

• Executescustomerrequestreportingandadministrationintheinternalsystem.
• Ensuresallworkiscarriedoutincompliancewithrelevantpoliciesandregulations includingconducting risk assessments when necessary.

TeamManagementandLeadership:

• Provides trainingandsupervisiontoEngineerswhenrequestedbySite Management and as appropriate.
• Actsautonomouslyindecisionmakingfortechnicalcustomerservice -relatedmatters.
• Adaptsamentoringleadershipstyleadvisingtrainingandguidinglessexperiencedengineers.

What you need

HardSkills

• Strong experienceinTelecommunicationsITorelectrotechnicalNetworkInfra Structure environment.
• Qualification in electrical engineering.
• DeepunderstandingofstructurednetworkinfrastructureandIndustrymeasurement tools.
• Skilledinopticalfibreinstallationswiringnetworkselectricalwiringnetworkconfigurations.
• Excellentproblemanalysesskills.
• StrongtroubleshootingskillsandRCAcapability.
• Skilledincustomercommunicationandhandlingcustomerrequests/ complaints.
• Skilledinservice-orientedsoftwaretaskshandlingandadministration.
• SkilledinMicrosoftofficeandServiceManagementapplications(e.g. Excel).

SoftSkills:

• Advancedproactiveandcustomer-focusedmindsetconsistentlyexceedingexpectationsincustomer service and business objectives.
• Exceptionalattentiontodetailandahands-onapproachtotaskscoupledwitharelentlesspursuitof learning and development opportunities to enhance expertise.
• Strongleadershipqualitiesfosteringacollaborativeteam-orientedenvironmentanddemonstrating adaptability and flexibility in dynamic settings.
• Excellent communication skills effectively conveying information within the team and across the organizationwhiledemonstratingresilienceand adeptproblem-solvingabilitiesincomplexsituations.