Technician III

Your role

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 uninterrupted customer infrastructure operation while addressing internal requests to maintain the cleanliness, 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.

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:
  • Customer equipment migration through labeling, installations, documentation, and testing
  • Advanced emergency troubleshooting and maintenance of customer infrastructure and shows leadership (reboot, reset, handle connectivity issues)
  • 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.
• Directs, monitors, and documents customer services provided by external providers.

• Supports migration and implementation activities under coordination of the Implementation Services team.
• Assists in setup and deinstallation of Cross Connects through cabling, installation, documentation, and testing.
• Executes and drafts MOP’s, Change Requests (CR), and EOP’s when applicable.

• Executes customer request reporting and administration in the internal system.
• Ensures all work is carried out in compliance with relevant policies and regulations including conducting risk assessments when necessary.

• Provides training and supervision to Engineers when requested by Site Management and as appropriate.
• Acts autonomously in decision making for technical customer service-related matters.
• Adapts a mentoring leadership style, advising, training, and guiding less experienced engineers.

Hard Skills

• Strong experience in Telecommunications, IT or electrotechnical, Network Infrastructure environment.
• Qualification in electrical engineering.
• Deep understanding of structured network infrastructure and Industry measurement tools.
• Skilled in optical fibre installations, wiring networks, electrical wiring, network configurations.
• Excellent problem analysis skills.
• Strong troubleshooting skills and RCA capability.
• Skilled in customer communication and handling customer requests / complaints.
• Skilled in service-oriented software, tasks handling and administration.
• Skilled in Microsoft office and Service Management applications (e.g. Excel).

Soft Skills

• Advanced proactive and customer-focused mindset, consistently exceeding expectations in customer service and business objectives.
• Exceptional attention to detail and a hands-on approach to tasks, coupled with a relentless pursuit of learning and development opportunities to enhance expertise.
• Strong leadership qualities, fostering a collaborative team-oriented environment and demonstrating adaptability and flexibility in dynamic settings.
• Excellent communication skills, effectively conveying information within the team and across the organization, while demonstrating resilience and adept problem-solving abilities in complex situations.

Digital Realty brings companies and data together by delivering the full spectrum of data center, colocation and interconnection solutions. Platform

DIGITAL®, the company's 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…