Customer Support Technician

Job Title:

Customer Support Technician

Job Location:

London Data Center

• 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.

• 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.

• CompTIA A+
• CompTIA Network+
• Microsoft certifications (MCSA or equivalent)
• Other relevant infrastructure or networking certifications

• 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.

• 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.